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A Predictive Approach to Help-Desk Response Generation

Category: IT Management

Overview This paper is 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. The paper presents an automatic and human-based evaluation of the system's responses. The automatic evaluation involves textual comparisons between generated responses and responses composed by help-desk operators. The results show that both levels of granularity produce good responses, addressing inquiries of different kinds. The human-based evaluation measures response informativeness, and confirms the conclusion that both levels of granularity produce useful responses.

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Publisher
Monash University
File Format
PDF
Date Published
Feb 10, 2009
Format
White Papers
Topics
Help Desk, Customer Support Services

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