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Message Classification in the Call Center

Stephan Busemann; Sven Schmeier; Roman G. Arens
In: Proceedings of the 6th Applied Natural Language Processing Conference (ANLP'00), April 29 - May 4. Applied Natural Language Processing Conference (ANLP), Pages 158-165, ACL, 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.