Clustering e-mails for the Swedish social insurance agency - What part of the e-mail thread gives the best quality?

Hercules Dalianis; Magnus Rosell; Eriks Sneiders

doi:10.1007/978-3-642-14770-8_14

Clustering e-mails for the Swedish social insurance agency - What part of the e-mail thread gives the best quality?

Hercules Dalianis^*
, Magnus Rosell
, Eriks Sneiders

^*Corresponding author for this work

Stockholm University
KTH Royal Institute of Technology

Research output: Chapter in Book/Report/Conference proceeding › Conference paper › Research › peer-review

3 Citations (Scopus)

Abstract

We need to analyse a large number of e-mails sent by the citizens to the customer services department of a governmental organisation based in Sweden. To carry out this analysis we clustered a large number of e-mails with the aim of automatic e-mail answering. One issue that came up was whether we should use the whole e-mail including the thread or just the original query for the clustering. In this paper we describe this investigation. Our results show that only the query and the answering part should be used, but not necessarily the whole e-mail thread. The results clearly show that the original question contains more useful information than only the answer, although a combination is even better. Using the full e-mail thread does not downgrade the result.

Original language	English
Title of host publication	Advances in Natural Language Processing - 7th International Conference on NLP, IceTAL 2010, Proceedings
Pages	115-120
Number of pages	6
DOIs	https://doi.org/10.1007/978-3-642-14770-8_14
Publication status	Published - 2010
Externally published	Yes
Event	7th International Conference on NLP, IceTAL 2010 - Reykjavik, Iceland Duration: 16 Aug 2010 → 18 Aug 2010

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	6233 LNAI
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	7th International Conference on NLP, IceTAL 2010
Country/Territory	Iceland
City	Reykjavik
Period	16/08/10 → 18/08/10

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 16 Peace, Justice and Strong Institutions

Keywords

clustering
E-government
e-mail threads
query answering
Swedish

Access to Document

10.1007/978-3-642-14770-8_14

Cite this

Dalianis, H., Rosell, M., & Sneiders, E. (2010). Clustering e-mails for the Swedish social insurance agency - What part of the e-mail thread gives the best quality? In Advances in Natural Language Processing - 7th International Conference on NLP, IceTAL 2010, Proceedings (pp. 115-120). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 6233 LNAI). https://doi.org/10.1007/978-3-642-14770-8_14

Dalianis, Hercules ; Rosell, Magnus ; Sneiders, Eriks. / Clustering e-mails for the Swedish social insurance agency - What part of the e-mail thread gives the best quality?. Advances in Natural Language Processing - 7th International Conference on NLP, IceTAL 2010, Proceedings. 2010. pp. 115-120 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

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title = "Clustering e-mails for the Swedish social insurance agency - What part of the e-mail thread gives the best quality?",

abstract = "We need to analyse a large number of e-mails sent by the citizens to the customer services department of a governmental organisation based in Sweden. To carry out this analysis we clustered a large number of e-mails with the aim of automatic e-mail answering. One issue that came up was whether we should use the whole e-mail including the thread or just the original query for the clustering. In this paper we describe this investigation. Our results show that only the query and the answering part should be used, but not necessarily the whole e-mail thread. The results clearly show that the original question contains more useful information than only the answer, although a combination is even better. Using the full e-mail thread does not downgrade the result.",

keywords = "clustering, E-government, e-mail threads, query answering, Swedish",

author = "Hercules Dalianis and Magnus Rosell and Eriks Sneiders",

year = "2010",

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series = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",

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note = "7th International Conference on NLP, IceTAL 2010 ; Conference date: 16-08-2010 Through 18-08-2010",

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Dalianis, H, Rosell, M & Sneiders, E 2010, Clustering e-mails for the Swedish social insurance agency - What part of the e-mail thread gives the best quality? in Advances in Natural Language Processing - 7th International Conference on NLP, IceTAL 2010, Proceedings. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 6233 LNAI, pp. 115-120, 7th International Conference on NLP, IceTAL 2010, Reykjavik, Iceland, 16/08/10. https://doi.org/10.1007/978-3-642-14770-8_14

Clustering e-mails for the Swedish social insurance agency - What part of the e-mail thread gives the best quality? / Dalianis, Hercules; Rosell, Magnus; Sneiders, Eriks.
Advances in Natural Language Processing - 7th International Conference on NLP, IceTAL 2010, Proceedings. 2010. p. 115-120 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 6233 LNAI).

Research output: Chapter in Book/Report/Conference proceeding › Conference paper › Research › peer-review