Review of the Main Approaches to Automated Email Answering

• There were 108.7 billion business emails sent daily in 2014, many of them to contact centers. A number of automated email answering techniques have been explored in order to ease the burden of manual handling of the messages. Most techniques stem from three text retrieval approaches – text categorization by machine learning, statistical text similarity calculation, matching of text patterns and templates. The paper discusses the previous research in automated email answering and compares the techniques.

Ämnesord

NATURVETENSKAP  -- Data- och informationsvetenskap -- Systemvetenskap, informationssystem och informatik (hsv//swe)

NATURAL SCIENCES  -- Computer and Information Sciences -- Information Systems (hsv//eng)

Nyckelord

Automated email answering

message answering

email categorization

email classification

Computer and Systems Sciences

data- och systemvetenskap

Publikations- och innehållstyp

ref (ämneskategori)

kon (ämneskategori)