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Shadow Answers as an Intermediary in Email Answer Retrieval
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
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, Published paper (Refereed)
Abstract [en]

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.
Series
Lecture notes in computer science, ISSN 0302-9743 ; 9283
Keyword [en]
Email answering, statistical word associations, shadow answer
National Category
Information Systems
Research subject
Computer and Systems Sciences
Identifiers
URN: urn:nbn:se:su:diva-122879DOI: 10.1007/978-3-319-24027-5_18ISBN: 978-3-319-24026-8 (print)OAI: oai:DiVA.org:su-122879DiVA: diva2:868691
Conference
6th International Conference of the CLEF Association, CLEF’15 Toulouse, France, September 8–11, 2015.
Available from: 2015-11-11 Created: 2015-11-11 Last updated: 2015-12-07Bibliographically approved

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Sneiders, Eriks
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  • de-DE
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  • nn-NB
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