Email classification for automated service handling

Authors:
Ross Tailby;Richard Dean;Ben Milner;Dan Smith
Affiliations:
Antech Engineering Ltd, Great Yarmouth, ONN, UK;Antech Engineering Ltd, Great Yarmouth, ONN, UK;University of East Anglia, Norwich, UK;University of East Anglia, Norwich, UK
Venue:
Proceedings of the 2006 ACM symposium on Applied computing
Year:
2006

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Abstract

We describe the experience and lessons learned from developing a range of electronic services for a specialist engineering company. We are using a custom workflow management system as the base for a range of services which are offered via a multi-modal portal, using a language-based approach to extracting information from HTML forms, email, and SMS. We describe the email classification experiments we have carried out and discuss the development of customer services based on automatic email classification.