Email classification for automated service handling

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

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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
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Depositing User: Vishal Gautam
Date Deposited: 01 Jun 2011 19:38
Last Modified: 22 Apr 2020 09:09
DOI: 10.1145/1141277.1141530

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