Automating help-desk responses: a comparative study of information-gathering approaches

Authors:
Yuval Marom;Ingrid Zukerman
Affiliations:
Monash University, Clayton, Victoria, Australia;Monash University, Clayton, Victoria, Australia
Venue:
SumQA '06 Proceedings of the Workshop on Task-Focused Summarization and Question Answering
Year:
2006

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An empirical study of corpus-based response automation methods for an e-mail-based help-desk domain

Computational Linguistics

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Abstract

We present a comparative study of corpus-based methods for the automatic synthesis of email responses to help-desk requests. Our methods were developed by considering two operational dimensions: (1) information-gathering technique, and (2) granularity of the information. In particular, we investigate two techniques -- retrieval and prediction -- applied to information represented at two levels of granularity -- sentence-level and document level. We also developed a hybrid method that combines prediction with retrieval. Our results show that the different approaches are applicable in different situations, addressing a combined 72% of the requests with either complete or partial responses.