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

^*Šī darba korespondējošais autors

Stockholm University
KTH Royal Institute of Technology

Zinātniskās darbības rezultāts: Nodaļa grāmatā/enciklopēdijā/konferences krājumā › Konferences zinātniskais raksts › Pētniecība › koleģiāli recenzēts

3 Atsauces (Scopus)

Kopsavilkums

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.

Oriģinālvaloda	Angļu
Rīkotāja publikācijas nosaukums	Advances in Natural Language Processing - 7th International Conference on NLP, IceTAL 2010, Proceedings
Lapas	115-120
Lapu skaits	6
DOIs	https://doi.org/10.1007/978-3-642-14770-8_14
Publikācijas statuss	Publicēts - 2010
Ārēji publicēts	Jā
Pasākums	7th International Conference on NLP, IceTAL 2010 - Reykjavik, Islande Ilgums: 16 aug. 2010 → 18 aug. 2010

Publikāciju sērijas

Nosaukums	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Sējums	6233 LNAI
ISSN (Drukātā versija)	0302-9743
ISSN (Elektroniskā versija)	1611-3349

Konference

Konference	7th International Conference on NLP, IceTAL 2010
Valsts/Teritorija	Islande
Pilsēta	Reykjavik
Periods	16/08/10 → 18/08/10

ANO IAM

Šis izpildes rezultāts palīdz sasniegt šādus ANO ilgtspējīgas attīstības mērķus (IAM)

16. IAM — Miers, Taisnīgums un Spēcīgas Iestādes

Piekļuve Dokumentiem

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

Citi faili un saites

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Citēt šo

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? (gadā) Advances in Natural Language Processing - 7th International Conference on NLP, IceTAL 2010, Proceedings (lpp. 115-120). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Sēj. 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. lpp. 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",

doi = "10.1007/978-3-642-14770-8\_14",

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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? (kur) 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), sēj. 6233 LNAI, lpp. 115-120, 7th International Conference on NLP, IceTAL 2010, Reykjavik, Islande, 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. lpp. 115-120 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Sēj. 6233 LNAI).

Zinātniskās darbības rezultāts: Nodaļa grāmatā/enciklopēdijā/konferences krājumā › Konferences zinātniskais raksts › Pētniecība › koleģiāli recenzēts