Automatically Selecting Answer Templates to Respond to Customer Emails
Proceedings of the Twentieth International Joint Conference on Artificial Intelligence. Pages 1659-1663.
Abstract
Contact center agents typically respond to email queries from customers by selecting predefined answer templates that relate to the questions present in the customer query. In this paper we present a technique to automatically select the answer templates corresponding to a customer query email. Given a set of query-response email pairs we find the associations between the actual questions and answers within them and use this information to map future questions to their answer templates. We evaluate the system on a small subset of the publicly available Pine-Info discussion list email archive and also on actual contact center data comprising customer queries, agent responses and templates.
@inproceedings{ijcai2007p268,
title = {Automatically Selecting Answer Templates to Respond to Customer Emails},
author = {Malik, Rahul and Subramaniam, L. Venkata and Kaushik, Saroj},
booktitle = {Proceedings of the Twentieth International Joint Conference on
Artificial Intelligence, {IJCAI-07}},
publisher = {International Joint Conferences on Artificial Intelligence},
editor = {Ramon López de Mántaras},
pages = {1659--1663},
year = {2007},
url = {https://ijcai.org/proceedings/2007/268},
}
TY - CPAPER TI - Automatically Selecting Answer Templates to Respond to Customer Emails AU - Malik, Rahul AU - Subramaniam, L. Venkata AU - Kaushik, Saroj T2 - Proceedings of the Twentieth International Joint Conference on Artificial Intelligence, IJCAI-07 PB - International Joint Conferences on Artificial Intelligence PY - 2007 SP - 1659 EP - 1663 UR - https://ijcai.org/proceedings/2007/268 ER -Copied
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