Change search
ReferencesLink to record
Permanent link

Direct link
Email Answering by Matching Question and Context-Specific Text Patterns: Performance and Error Analysis
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
Hokkaido University, , Department of Information Science.
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
2016 (English)In: WorldCist'16 - 4th World Conference on Information Systems and Technologies, Springer , 2016Conference paper (Refereed)Text
Abstract [en]

Automated answering of frequent email inquiries is a text categorization task with narrow text categories, where all messages in one text category have the same answer. Such email categorization is optimized for high precision and at least acceptable recall. We tested matching of surface text patterns to nearly ten thousand email messages and achieved around 90% precision; the corresponding recall figures were 45-75% in different text categories. In order to achieve this performance level, the text patterns are designed to identify both the context of an email inquiry and the actual need that has created the inquiry – a question, request, or complaint. Our error analysis has pinpointed 12 reasons why text pattern matching may fail.

Place, publisher, year, edition, pages
Springer , 2016.
Keyword [en]
Email answering, email categorization, text-pattern matching
National Category
Information Systems
Research subject
Computer and Systems Sciences
Identifiers
URN: urn:nbn:se:su:diva-129729DOI: 10.1007/978-3-319-31232-3_12ISBN: 978-3-319-31231-6OAI: oai:DiVA.org:su-129729DiVA: diva2:923859
Available from: 2016-04-27 Created: 2016-04-27

Open Access in DiVA

No full text

Other links

Publisher's full text
By organisation
Department of Computer and Systems Sciences
Information Systems

Search outside of DiVA

GoogleGoogle Scholar
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

Altmetric score

Total: 5 hits
ReferencesLink to record
Permanent link

Direct link