Message Classification in the Call Center

Stephan Busemann; Sven Schmeier; Roman G. Arens

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arXiv · cs/0003060

Message Classification in the Call Center

Stephan Busemann·Sven Schmeier·Roman G. Arens

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Abstract

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.

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Stephan Busemann, Sven Schmeier, Roman G. Arens. 2000-03-14. Message Classification in the Call Center. https://arxiv.org/abs/cs/0003060

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