Confusion matrix for naïve Bayes classifier applied to helpdesk queries
| Predicted label | False negatives | ||||||||||
| Question | Message Switch | Compliment | PMTCT | Opt Out | Complaint | Language Switch | Spam | Unable to Assist | |||
| Assigned label | Question | 9374 | 202 | 125 | 270 | 108 | 60 | 90 | 54 | 37 | 946 |
| Message Switch | 304 | 489 | 26 | 2 | 6 | 1 | 0 | 0 | 0 | 339 | |
| Compliment | 103 | 43 | 438 | 5 | 8 | 4 | 5 | 1 | 0 | 169 | |
| PMTCT | 164 | 7 | 3 | 307 | 3 | 2 | 1 | 2 | 1 | 183 | |
| Opt Out | 51 | 18 | 4 | 3 | 29 | 0 | 1 | 0 | 1 | 78 | |
| Complaint | 43 | 2 | 11 | 0 | 1 | 14 | 0 | 1 | 0 | 58 | |
| Language Switch | 24 | 0 | 5 | 0 | 0 | 0 | 48 | 0 | 0 | 29 | |
| Spam | 17 | 0 | 0 | 0 | 1 | 0 | 0 | 0 | 0 | 18 | |
| Unable to Assist | 6 | 0 | 1 | 0 | 0 | 0 | 0 | 0 | 0 | 7 | |
| False positives | 712 | 272 | 175 | 280 | 127 | 67 | 97 | 58 | 39 | ||
PMTCT, prevention of mother-to-child transmission of HIV.