Message Classification in the Call Center

Customer 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.

• Type: Conference
• Year: 2000
• Where: ANLP
• Authors: Stephan Busemann, Sven Schmeier, Roman Georg Arens
• Keywords: ANLP 2000, Customer's Problem, Problem Space Changes, Shallow Text Processing