Readings in information visualization: using vision to think
Readings in information visualization: using vision to think
Target-Text Mediated Interactive Machine Translation
Machine Translation
Pattern Classification (2nd Edition)
Pattern Classification (2nd Edition)
Evaluating and comparing three text-production techniques
COLING '96 Proceedings of the 16th conference on Computational linguistics - Volume 1
Efficient search for interactive statistical machine translation
EACL '03 Proceedings of the tenth conference on European chapter of the Association for Computational Linguistics - Volume 1
BLEU: a method for automatic evaluation of machine translation
ACL '02 Proceedings of the 40th Annual Meeting on Association for Computational Linguistics
User-friendly text prediction for translators
EMNLP '02 Proceedings of the ACL-02 conference on Empirical methods in natural language processing - Volume 10
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Compared to the telephone, email based customer care is increasingly becoming the preferred channel of communication for corporations and customers. Most email-based customer care management systems provide a method to include template texts in order to reduce the handling time for a customer's email. The text in a template is suitably modified into a response by a customer care agent. In this paper, we present two techniques to improve the effectiveness of a template by providing tools for the template authors. First, we present a tool to track and visualize the edits made by agents to a template which serves as a vital feedback to the template authors. Second, we present a novel method that automatically extracts potential templates from responses authored by agents. These methods are investigated in the context of an email customer care analysis tool that handles over a million emails a year.