Email classification for automated service handling

Tailby, Ross, Dean, Richard, Milner, Ben P. and Smith, Dan (2006) Email classification for automated service handling. In: 2006 ACM symposium on Applied Computing, 2006-04-23 - 2006-04-27.

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Abstract

We describe the experience and lessons learned from developing a range of electronic services for a specialist engineering company. We are using a custom workflow management system as the base for a range of services which are offered via a multi-modal portal, using a language-based approach to extracting information from HTML forms, email, and SMS. We describe the email classification experiments we have carried out and discuss the development of customer services based on automatic email classification.

Item Type:	Conference or Workshop Item (Paper)
Faculty \ School:	Faculty of Science > School of Computing Sciences
UEA Research Groups:	Faculty of Science > Research Groups > Interactive Graphics and Audio Faculty of Science > Research Groups > Smart Emerging Technologies Faculty of Science > Research Groups > Data Science and AI
Depositing User:	Vishal Gautam
Date Deposited:	01 Jun 2011 19:38
Last Modified:	10 Dec 2024 01:15
URI:	https://ueaeprints.uea.ac.uk/id/eprint/23793
DOI:	10.1145/1141277.1141530

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