Tolerating noisy, irrelevant and novel attributes in instance-based learning algorithms
International Journal of Man-Machine Studies - Special issue: symbolic problem solving in noisy and novel task environments
C4.5: programs for machine learning
C4.5: programs for machine learning
The nature of statistical learning theory
The nature of statistical learning theory
A re-examination of text categorization methods
Proceedings of the 22nd annual international ACM SIGIR conference on Research and development in information retrieval
An Evaluation of Statistical Approaches to Text Categorization
Information Retrieval
Text Categorization with Suport Vector Machines: Learning with Many Relevant Features
ECML '98 Proceedings of the 10th European Conference on Machine Learning
A Comparative Study on Feature Selection in Text Categorization
ICML '97 Proceedings of the Fourteenth International Conference on Machine Learning
FACILE: Classifying Texts Integrating Pattern Matching and Information Extraction
IJCAI '99 Proceedings of the Sixteenth International Joint Conference on Artificial Intelligence
An information extraction core system for real world German text processing
ANLC '97 Proceedings of the fifth conference on Applied natural language processing
AAAI'96 Proceedings of the thirteenth national conference on Artificial intelligence - Volume 1
Textual data mining of service center call records
Proceedings of the sixth ACM SIGKDD international conference on Knowledge discovery and data mining
Using Information Extraction and Natural Language Generation to Answer E-Mail
NLDB '00 Proceedings of the 5th International Conference on Applications of Natural Language to Information Systems-Revised Papers
Web-Based Context Aware Information Retrieval in Contact Centers
WI '04 Proceedings of the 2004 IEEE/WIC/ACM International Conference on Web Intelligence
Automatic analysis of call-center conversations
Proceedings of the 14th ACM international conference on Information and knowledge management
Automatic call section segmentation for contact-center calls
Proceedings of the sixteenth ACM conference on Conference on information and knowledge management
Automatically selecting answer templates to respond to customer emails
IJCAI'07 Proceedings of the 20th international joint conference on Artifical intelligence
Question answering system for incomplete and noisy data: methods and measures for its evaluation
ECIR'03 Proceedings of the 25th European conference on IR research
Automated email answering by text pattern matching
IceTAL'10 Proceedings of the 7th international conference on Advances in natural language processing
Multifocal learning for customer problem analysis
ACM Transactions on Intelligent Systems and Technology (TIST)
CICLing'11 Proceedings of the 12th international conference on Computational linguistics and intelligent text processing - Volume Part II
Learning regular expressions to template-based FAQ retrieval systems
Knowledge-Based Systems
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Customer care in technical domains is increasingly based on e-mail communication, allowing for the reproduction of approved solutions. Identifying the customer's problem is often time-consuming, as the problem space changes if new products are launched. This paper describes a new approach to the classification of e-mail requests based on shallow text processing and machine learning techniques. It is implemented within an assistance system for call center agents that is used in a commercial setting.