DFKI-LT - Message Classification in the Call Center

Stephan Busemann, Sven Schmeier, Roman G. Arens
Message Classification in the Call Center
2 Proceedings of the 6th Applied Natural Language Processing Conference (ANLP'00), April 29 - May 4, Pages 158-165, ACL, Seattle, Washington, USA, 2000
Customer care in technical domains is increasingly based on e-mail communication, allowing for the re- production 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 classifi- cation of e-mail requests based on shallow text pro- cessing and machine learning techniques. It is im- plemented within an assistance system for call center agents that is used in a commercial setting.
Files: BibTeX, Busemann_2000_MCC.pdf