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IJCAI
2007

A Predictive Approach to Help-Desk Response Generation

8 years 12 months ago
A Predictive Approach to Help-Desk Response Generation
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 humanbased evaluation of our system’s responses. The automatic evaluation involves textual comparisons between generated responses and responses composed by the help-desk operators. The results show that both levels of granularities 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.
Yuval Marom, Ingrid Zukerman
Added 29 Oct 2010
Updated 29 Oct 2010
Type Conference
Year 2007
Where IJCAI
Authors Yuval Marom, Ingrid Zukerman
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