Message Classification in the Call Center

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dc.creatorBusemann, Stephan
dc.creatorSchmeier, Sven
dc.creatorArens, Roman G.
dc.date2000-03-14
dc.date.accessioned2026-07-25T23:55:30Z
dc.descriptionCustomer care in technical domains is increasingly based on e-mail communication, allowing for the reproduction of approved solutions. Identifying the customer's problem is often time-consuming, as the problem space changes if new products are launched. This paper describes a new approach to the classification of e-mail requests based on shallow text processing and machine learning techniques. It is implemented within an assistance system for call center agents that is used in a commercial setting.
dc.description8 pages with 2 figures
dc.identifierhttps://arxiv.org/abs/cs/0003060
dc.identifierhttp://arxiv.org/abs/cs/0003060
dc.identifierProceedings of ANLP-2000, Seattle, WA
dc.identifier.urihttps://dspace.dare.co.zw/handle/123456789/102531
dc.subjectComputation and Language
dc.subjectI.2.6; I.2.7; I.7.5
dc.titleMessage Classification in the Call Center
dc.typetext

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