A Predictive Approach to Help-Desk Response Generation

We are developing a corpus-based approach for the prediction of help-desk responses from features in customers’ emails, where responses are represented at two levels of granularity: document and sentence. We present an automatic and humanbased evaluation of our system’s responses. The automatic evaluation involves textual comparisons between generated responses and responses composed by the help-desk operators. The results show that both levels of granularities produce good responses, addressing inquiries of different kinds. The human-based evaluation measures response informativeness, and confirms our conclusion that both levels of granularity produce useful responses.

• Type: Conference
• Year: 2007
• Where: IJCAI
• Authors: Yuval Marom, Ingrid Zukerman
• Keywords: Artificial Intelligence, Generated Responses, Help-desk Responses, IJCAI 2007, System’s Responses