Analysis and Synthesis of Help-Desk Responses

9 years 7 months ago
Analysis and Synthesis of Help-Desk Responses
Abstract. We present a corpus-based approach for the automatic analysis and synthesis of email responses to help-desk requests. This approach can be used to automatically deal with repetitive requests of low technical content, thus enabling help-desk operators to focus their effort on more difficult requests. We propose a method for extracting high-precision sentences for inclusion in a response, and a measure for predicting the completeness of a planned response. The idea is that complete, high-precision responses may be sent directly to users, while incomplete responses should be passed to operators. Our results show that a small but significant proportion (14%) of our automatically generated responses have a high degree of precision and completeness, and that our measure can reliably predict the completeness of a response.
Yuval Marom, Ingrid Zukerman
Added 28 Jun 2010
Updated 28 Jun 2010
Type Conference
Year 2005
Where KES
Authors Yuval Marom, Ingrid Zukerman
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