Assessing agreement on classification tasks: the kappa statistic
Computational Linguistics
Applying case-based reasoning: techniques for enterprise systems
Applying case-based reasoning: techniques for enterprise systems
Data mining: practical machine learning tools and techniques with Java implementations
Data mining: practical machine learning tools and techniques with Java implementations
Bridging the lexical chasm: statistical approaches to answer-finding
SIGIR '00 Proceedings of the 23rd annual international ACM SIGIR conference on Research and development in information retrieval
Information Retrieval
Introduction to Modern Information Retrieval
Introduction to Modern Information Retrieval
Hybrid Recommender Systems: Survey and Experiments
User Modeling and User-Adapted Interaction
eResponder: Electronic Question Responder
CooplS '02 Proceedings of the 7th International Conference on Cooperative Information Systems
Statistical and Inductive Inference by Minimum Message Length (Information Science and Statistics)
Statistical and Inductive Inference by Minimum Message Length (Information Science and Statistics)
Sentence ordering in multidocument summarization
HLT '01 Proceedings of the first international conference on Human language technology research
In question answering, two heads are better than one
NAACL '03 Proceedings of the 2003 Conference of the North American Chapter of the Association for Computational Linguistics on Human Language Technology - Volume 1
Automatic evaluation of summaries using N-gram co-occurrence statistics
NAACL '03 Proceedings of the 2003 Conference of the North American Chapter of the Association for Computational Linguistics on Human Language Technology - Volume 1
Query-relevant summarization using FAQs
ACL '00 Proceedings of the 38th Annual Meeting on Association for Computational Linguistics
Retrieving answers from frequently asked questions pages on the web
Proceedings of the 14th ACM international conference on Information and knowledge management
Sentence Fusion for Multidocument News Summarization
Computational Linguistics
An intelligent discussion-bot for answering student queries in threaded discussions
Proceedings of the 11th international conference on Intelligent user interfaces
Automatic question answering using the web: Beyond the Factoid
Information Retrieval
Automatic generation of domain models for call centers from noisy transcriptions
ACL-44 Proceedings of the 21st International Conference on Computational Linguistics and the 44th annual meeting of the Association for Computational Linguistics
Detection of question-answer pairs in email conversations
COLING '04 Proceedings of the 20th international conference on Computational Linguistics
FASIL email summarisation system
COLING '04 Proceedings of the 20th international conference on Computational Linguistics
A hybrid approach for improving predictive accuracy of collaborative filtering algorithms
User Modeling and User-Adapted Interaction
Question Answering in Restricted Domains: An Overview
Computational Linguistics
Multi-document summarization by sentence extraction
NAACL-ANLP-AutoSum '00 Proceedings of the 2000 NAACL-ANLP Workshop on Automatic Summarization
A meta-learning approach for selecting between response automation strategies in a help-desk domain
AAAI'07 Proceedings of the 22nd national conference on Artificial intelligence - Volume 1
Automatically selecting answer templates to respond to customer emails
IJCAI'07 Proceedings of the 20th international joint conference on Artifical intelligence
A predictive approach to help-desk response generation
IJCAI'07 Proceedings of the 20th international joint conference on Artifical intelligence
Building effective question answering characters
SigDIAL '06 Proceedings of the 7th SIGdial Workshop on Discourse and Dialogue
Automating help-desk responses: a comparative study of information-gathering approaches
SumQA '06 Proceedings of the Workshop on Task-Focused Summarization and Question Answering
The design, implementation, and use of the Ngram statistics package
CICLing'03 Proceedings of the 4th international conference on Computational linguistics and intelligent text processing
Exploiting semantic roles for asynchronous question answering in an educational setting
Canadian AI'12 Proceedings of the 25th Canadian conference on Advances in Artificial Intelligence
Learning regular expressions to template-based FAQ retrieval systems
Knowledge-Based Systems
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This article presents an investigation of corpus-based methods for the automation of help-desk e-mail responses. Specifically, we investigate this problem along two operational dimensions: (1) information-gathering technique, and (2) granularity of the information. We consider two information-gathering techniques (retrieval and prediction) applied to information represented at two levels of granularity (document-level and sentence-level). Document-level methods correspond to the reuse of an existing response e-mail to address new requests. Sentence-level methods correspond to applying extractive multi-document summarization techniques to collate units of information from more than one e-mail. Evaluation of the performance of the different methods shows that in combination they are able to successfully automate the generation of responses for a substantial portion of e-mail requests in our corpus. We also investigate a meta-selection process that learns to choose one method to address a new inquiry e-mail, thus providing a unified response automation solution.