Automated Email Answering by Text Pattern Matching

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.

• Type: Journal
• Year: 2010
• Where: TAL
• Authors: Eriks Sneiders
• Keywords: Common Practice, Email, Natural Language Processing, Standard Answers, TAL 2010