Paper: HotSpots: Visualizing Edits to a Text

ACL ID D08-1028
Title HotSpots: Visualizing Edits to a Text
Venue Conference on Empirical Methods in Natural Language Processing
Session Main Conference
Year 2008

Compared to the telephone, email based cus- tomer care is increasingly becoming the pre- ferred channel of communication for corpora- tions and customers. Most email-based cus- tomer care management systems provide a methodtoincludetemplatetextsinordertore- duce the handling time for a customer’s email. The text in a template is suitably modified into a response by a customer care agent. In this paper, we present two techniques to im- prove the effectiveness of a template by pro- viding tools for the template authors. First, we present a tool to track and visualize the ed- its made by agents to a template which serves as a vital feedback to the template authors. Second, we present a novel method that au- tomatically extracts potential templates from responses authored by agents. These me...