An automatic reply to customers' e-mail queries model with Chinese text mining approach

Authors:
Ju-Yu Huang;Huey-Ming Lee;Shu-Yen Lee
Affiliations:
Department of Information Management, Chinese Culture University, Yang-Ming-San, Taipei, Taiwan;Department of Information Management, Chinese Culture University, Yang-Ming-San, Taipei, Taiwan;Dep. of Private Participation in Infrastructure, China Engineering Consultants, Inc., Taipei, Taiwan
Venue:
ACOS'07 Proceedings of the 6th Conference on WSEAS International Conference on Applied Computer Science - Volume 6
Year:
2007

Citing 2
Cited 0

Automatic text processing: the transformation, analysis, and retrieval of information by computer

Automatic text processing: the transformation, analysis, and retrieval of information by computer
Mining soft-matching rules from textual data

IJCAI'01 Proceedings of the 17th international joint conference on Artificial intelligence - Volume 2

Quantified Score

Hi-index	0.00

Visualization

Abstract

With the prevalence of the Internet, most companies provide technical support and customer service via the net. In general, companies' websites provide keyword search interfaces to access pre-written documents. Unfortunately, customers may not always find the correct information that they need. To fulfill a customer's needs, a quick response model is needed. We proposed a Chinese e-mail questioning quick response model to enhance customer service on the Internet. This model not only can process all customer queries, transform e-mails into pre-defined template rule set, discover a suitable reply from pre-defined knowledge-based documents, but also can provide an efficient and complete customer service for commercial companies, as well as government departments and organizations.