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Automated Email Answering by Text Pattern Matching

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Advances in Natural Language Processing (NLP 2010)

Part of the book series: Lecture Notes in Computer Science ((LNAI,volume 6233))

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Abstract

Answering email by standard answers is a common practice at contact centers. Our research assists this process by creating reply messages that contain one or several standard answers. Our standard answers are linked to representative text patterns that match incoming messages. The system works in three languages. The performance was evaluated on two email sets; the main advantage of our email answering technique is good correctness of the delivered replies.

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Author information

Authors and Affiliations

  1. Department of Computer and Systems Sciences, Stockholm University, Forum 100, SE-16440, Kista, Sweden

    Eriks Sneiders

Authors
  1. Eriks Sneiders
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Editors and Affiliations

  1. School of Computer Science, Reykjavik University, Kringlan 1, 103, Reykjavik, Iceland

    Hrafn Loftsson

  2. Department of Icelandic, University of Iceland, Árnagardur v/Sudurgötu, 101, Reykjavik, Iceland

    Eiríkur Rögnvaldsson

  3. Arni Magnusson Institute for Icelandic Studies, Neshagi 16, 101, Reykjavik, Iceland

    Sigrún Helgadóttir

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Sneiders, E. (2010). Automated Email Answering by Text Pattern Matching. In: Loftsson, H., Rögnvaldsson, E., Helgadóttir, S. (eds) Advances in Natural Language Processing. NLP 2010. Lecture Notes in Computer Science(), vol 6233. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-14770-8_41

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  • DOI: https://doi.org/10.1007/978-3-642-14770-8_41

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-14769-2

  • Online ISBN: 978-3-642-14770-8

  • eBook Packages: Computer ScienceComputer Science (R0)

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