Shadow Answers as an Intermediary in Email Answer Retrieval
2015 (English)In: Experimental IR Meets Multilinguality, Multimodality, and Interaction: 6th International Conference of the CLEF Association, CLEF’15 Toulouse, France, September 8–11, 2015, Proceedings / [ed] Josiane Mothe et al, Springer , 2015, 209-214 p.Conference paper (Refereed)
A set of standard answers facilitates answering emails at customer care centers. Matching the text of user emails to the standard answers may not be productive because they do not necessarily have the same wording. Therefore we examine archived email-answer pairs and establish query-answer term co-occurrences. When a new user email arrives, we replace query words with most co-occurring answer words and obtain a “shadow answer”, which is a new query to retrieve standard answers. As a measure of term co-occurrence strength we test raw term co-occurrences and Pointwise Mutual Information.
Place, publisher, year, edition, pages
Springer , 2015. 209-214 p.
, Lecture notes in computer science, ISSN 0302-9743 ; 9283
Email answering, statistical word associations, shadow answer
Research subject Computer and Systems Sciences
IdentifiersURN: urn:nbn:se:su:diva-122879DOI: 10.1007/978-3-319-24027-5_18ISBN: 978-3-319-24026-8OAI: oai:DiVA.org:su-122879DiVA: diva2:868691
6th International Conference of the CLEF Association, CLEF’15 Toulouse, France, September 8–11, 2015.