Message Classification in the Call Center
计算与语言
2007-05-23 v1
摘要
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.
关键词
引用
@article{arxiv.cs/0003060,
title = {Message Classification in the Call Center},
author = {Stephan Busemann and Sven Schmeier and Roman G. Arens},
journal= {arXiv preprint arXiv:cs/0003060},
year = {2007}
}
备注
8 pages with 2 figures