The automatic identification of stop words
Journal of Information Science
Techniques for automatically correcting words in text
ACM Computing Surveys (CSUR)
A self-improving helpdesk service system using case-based reasoning techniques
Computers in Industry
Sys Admin
Sys Admin
Backstage at the helpdesk (poster session)
SIGUCCS '99 Proceedings of the 27th annual ACM SIGUCCS conference on User services: Mile high expectations
Text Classification from Labeled and Unlabeled Documents using EM
Machine Learning - Special issue on information retrieval
Collaborative hypermedia education with the VIENA classroom system
ACSE '96 Proceedings of the 1st Australasian conference on Computer science education
The status of helpdesk support
Communications of the ACM - Internet abuse in the workplace and Game engines in scientific research
Data Mining: Introductory and Advanced Topics
Data Mining: Introductory and Advanced Topics
Recurrent Neural Learning for Helpdesk Call Routing
ICANN '02 Proceedings of the International Conference on Artificial Neural Networks
CBR for Document Retrieval: The FALLQ Project
ICCBR '97 Proceedings of the Second International Conference on Case-Based Reasoning Research and Development
A Text Mining Agents Based Architecture for Personal E-mail Filtering and Management
IDEAL '02 Proceedings of the Third International Conference on Intelligent Data Engineering and Automated Learning
Applying Language Engineering Techniques to the Question Support Facilities in VIENA Classroom
DEXA '96 Proceedings of the 7th International Conference on Database and Expert Systems Applications
Fast Identification of Stop Words for Font Learning and Keyword Spotting
ICDAR '99 Proceedings of the Fifth International Conference on Document Analysis and Recognition
An Interactive and Collaborative Approach To Answering Questions for an Organization
An Interactive and Collaborative Approach To Answering Questions for an Organization
Lexical chains for question answering
COLING '02 Proceedings of the 19th international conference on Computational linguistics - Volume 1
MultiSumQA '02 proceedings of the 2002 conference on multilingual summarization and question answering - Volume 19
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The system administrators of large organizations often receive a large number of e-mails from its users and a substantial amount of effort is devoted to reading and responding to these e-mails. The content of these messages can range from trivial technical questions to complex problem reports. Often these queries can be classified into specific categories, for example reports of a file-system that is full or requests to change the toner in a particular printer. In this project we have experimented with text-mining techniques and developed a tool for automatically classifying user e-mail queries in real-time and pseudo-automatically responding to these requests. Our experimental evaluations suggest that one cannot completely rely on a totally automatic tool for sorting and responding to incoming e-mail. However, it can be a resource-saving compliment to an existing toolset that can increase the support efficiency and quality.