Email classification for automated service handling

Ross Tailby; Richard Dean; Ben P. Milner; Dan Smith

doi:10.1145/1141277.1141530

Email classification for automated service handling

Ross Tailby, Richard Dean, Ben P. Milner, Dan Smith

Research output: Contribution to conference › Paper

6 Citations (Scopus)

Abstract

We describe the experience and lessons learned from developing a range of electronic services for a specialist engineering company. We are using a custom workflow management system as the base for a range of services which are offered via a multi-modal portal, using a language-based approach to extracting information from HTML forms, email, and SMS. We describe the email classification experiments we have carried out and discuss the development of customer services based on automatic email classification.

Original language	English
Pages	1073-1077
Number of pages	5
DOIs	https://doi.org/10.1145/1141277.1141530
Publication status	Published - 2006
Event	2006 ACM symposium on Applied Computing - Dijon, France Duration: 23 Apr 2006 → 27 Apr 2006

Conference

Conference	2006 ACM symposium on Applied Computing
Country/Territory	France
City	Dijon
Period	23/04/06 → 27/04/06

Access to Document

10.1145/1141277.1141530

Cite this

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title = "Email classification for automated service handling",

abstract = "We describe the experience and lessons learned from developing a range of electronic services for a specialist engineering company. We are using a custom workflow management system as the base for a range of services which are offered via a multi-modal portal, using a language-based approach to extracting information from HTML forms, email, and SMS. We describe the email classification experiments we have carried out and discuss the development of customer services based on automatic email classification.",

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AB - We describe the experience and lessons learned from developing a range of electronic services for a specialist engineering company. We are using a custom workflow management system as the base for a range of services which are offered via a multi-modal portal, using a language-based approach to extracting information from HTML forms, email, and SMS. We describe the email classification experiments we have carried out and discuss the development of customer services based on automatic email classification.

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DO - 10.1145/1141277.1141530

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