---
title: "A Predictive Approach to Help-Desk Response Generation"
authors:
  - "Yuval Marom"
  - "Ingrid Zukerman"
doi: ""
url: "https://ijcai.org/proceedings/2007/269"
pdf: "https://ijcai.org/proceedings/2007/0269.pdf"
venue: "Proceedings of the Twentieth International Joint Conference on Artificial Intelligence"
year: 2007
pages: "1665-1669"
track: ""
keywords:
---

# A Predictive Approach to Help-Desk Response Generation

Yuval Marom, Ingrid Zukerman

*Proceedings of the Twentieth International Joint Conference on Artificial Intelligence*, pages 1665-1669.

## Abstract

We are developing a corpus-based approach for the prediction of help-desk responses from features in customers' emails, where responses are represented at two levels of granularity: document and sentence. We present an automatic and human-based evaluation of our system's responses. The automatic evaluation involves textual comparisons between generated responses and responses composed by help-desk operators. Our results show that both levels of granularity produce good responses, addressing inquiries of different kinds. The human-based evaluation measures response informativeness, and confirms our conclusion that both levels of granularity produce useful responses.