@inproceedings{c8f4c84ff77d4c0c800cbbbf02f0c618,
title = "Shadow answers as an intermediary in email answer retrieval",
abstract = "A set of standard answers facilitates answering emails at customer care centers. Matching the text of user emails to the standard answers may not be productive because they do not necessarily have the same wording. Therefore we examine archived email-answer pairs and establish query-answer term co-occurrences. When a new user email arrives, we replace query words with most co-occurring answer words and obtain a “shadow answer”, which is a new query to retrieve standard answers. As a measure of term co-occurrence strength we test raw term co-occurrences and Pointwise Mutual Information.",
keywords = "Email answering, Shadow answer, Statistical word associations",
author = "Alyaa Alfalahi and Gunnar Eriksson and Eriks Sneiders",
note = "Publisher Copyright: {\textcopyright} Springer International Publishing Switzerland 2015.; 6th International Conference on Labs of the Evaluation Forum, CLEF 2015 ; Conference date: 08-09-2015 Through 11-09-2015",
year = "2015",
doi = "10.1007/978-3-319-24027-5\_18",
language = "English",
isbn = "9783319240268",
series = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",
publisher = "Springer Verlag",
pages = "209--214",
editor = "Juan, \{Eric San\} and Jacques Savoy and Josiane Mothe and Jaap Kamps and Jones, \{Gareth J.F.\} and Nicola Ferro and Karen Pinel-Sauvagnat and Linda Cappellato",
booktitle = "Experimental IR Meets Multilinguality, Multimodality, and Interaction - 6th International Conference of the CLEF Association, CLEF 2015, Proceedings",
address = "Germany",
}