@inproceedings{081b093235c743d889a652cc32cd32dd,
title = "Review of the main approaches to automated email answering",
abstract = "There were 108.7 billion business emails sent daily in 2014, many of them to contact centers. A number of automated email answering techniques have been explored in order to ease the burden of manual handling of the messages. Most techniques stem from three text retrieval approaches – text categorization by machine learning, statistical text similarity calculation, matching of text patterns and templates. The paper discusses the previous research in automated email answering and compares the techniques.",
keywords = "Automated email answering, Email categorization, Email classification, Message answering",
author = "Eriks Sneiders",
note = "Publisher Copyright: {\textcopyright} Springer International Publishing Switzerland 2016.; World Conference on Information Systems and Technologies, WorldCIST 2016 ; Conference date: 22-03-2016 Through 24-03-2016",
year = "2016",
doi = "10.1007/978-3-319-31232-3\_13",
language = "English",
isbn = "9783319312316",
series = "Advances in Intelligent Systems and Computing",
publisher = "Springer Verlag",
pages = "135--144",
editor = "Teixeira, \{Marcelo Mendonca\} and Correia, \{Ana Maria\} and Hojjat Adeli and Alvaro Rocha and Reis, \{Luis Paulo\}",
booktitle = "New Advances in Information Systems and Technologies",
address = "Germany",
}