Message Classification in the Call Center

Details Message Classification in the Call Center Message Classification in the Call Center

2000-03-14

arxiv.org/abs/cs/0003060v1

Proceedings of ANLP-2000, Seattle, WA

Computer Science

Computation and Language

8 pages with 2 figures

Scientific paper

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.

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