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Review of the Main Approaches to Automated Email Answering

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New Advances in Information Systems and Technologies

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 444))

Abstract

There were 108.7 billion business emails sent daily in 2014, many of them to contact centers. A number of automated email answering techniques have been explored in order to ease the burden of manual handling of the messages. Most techniques stem from three text retrieval approaches—text categorization by machine learning, statistical text similarity calculation, matching of text patterns and templates. The paper discusses the previous research in automated email answering and compares the techniques.

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Author information

Authors and Affiliations

  1. Department of Computer and Systems Sciences, Stockholm University, Postbox 7003, 164 07, Kista, Sweden

    Eriks Sneiders

Authors
  1. Eriks Sneiders
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Correspondence to Eriks Sneiders .

Editor information

Editors and Affiliations

  1. DEI/FCT, Universidade de Coimbra, Coimbra, Portugal

    Álvaro Rocha

  2. ISEGI,, Universidade Nova de Lisboa, Lisboa, Portugal

    Ana Maria Correia

  3. College of Engineering, The Ohio State University, Columbus, Ohio, USA

    Hojjat Adeli

  4. DSI, Universidade do Minho, Guimarães, Portugal

    Luis Paulo Reis

  5. Rua Dom Manoel de Medeiros, s/n, DoisIrm, Universidade Federal Rural de Pernambuco, Recife, Brazil

    Marcelo Mendonça Teixeira

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© 2016 Springer International Publishing Switzerland

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Sneiders, E. (2016). Review of the Main Approaches to Automated Email Answering. In: Rocha, Á., Correia, A., Adeli, H., Reis, L., Mendonça Teixeira, M. (eds) New Advances in Information Systems and Technologies. Advances in Intelligent Systems and Computing, vol 444. Springer, Cham. https://doi.org/10.1007/978-3-319-31232-3_13

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  • DOI: https://doi.org/10.1007/978-3-319-31232-3_13

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-31231-6

  • Online ISBN: 978-3-319-31232-3

  • eBook Packages: EngineeringEngineering (R0)

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