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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.
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
2016 (English)In: New Advances in Information Systems and Technologies: Volume 1 / [ed] Álvaro Rocha, Ana Maria Correia, Hojjat Adeli, Luis Paulo Reis, Marcelo Mendonça Teixeira, Springer, 2016, 123-133 p.Conference paper, Published paper (Refereed)
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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. 123-133 p.
Series
Advances in Intelligent Systems and Computing Description, 444
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: 978-3-319-31231-6 (print)ISBN: 978-3-319-31232-3 (print)OAI: oai:DiVA.org:su-129729DiVA: diva2:923859
Conference
The 2016 World Conference on Information Systems and Technologies (WorldCIST’16), Recife, Pernambuco, Brazil, March 22–24, 2016
Available from: 2016-04-27 Created: 2016-04-27 Last updated: 2016-11-11Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
  • ieee
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  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
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  • nn-NO
  • nn-NB
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  • Other locale
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  • asciidoc
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