Paper: Message Classification In The Call Center

ACL ID A00-1022
Title Message Classification In The Call Center
Venue Annual Conference of the North American Chapter of the Association for Computational Linguistics
Session Main Conference
Year 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.