Digitala Vetenskapliga Arkivet

Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Shadow Answers as an Intermediary in Email Answer Retrieval
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
2015 (English)In: Experimental IR Meets Multilinguality, Multimodality, and Interaction: Proceedings / [ed] Josanne Mothe, Jacques Savoy, Jaap Kamps, Karen Pinel-Sauvagnat, Gareth Jones, Eric San Juan, Linda Capellato, Nicola Ferro, Springer, 2015, p. 209-214Conference paper, Published paper (Refereed)
Abstract [en]

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.

Place, publisher, year, edition, pages
Springer, 2015. p. 209-214
Series
Lecture notes in computer science, ISSN 0302-9743, E-ISSN 1611-3349 ; 9283
Keywords [en]
Email answering, statistical word associations, shadow answer
National Category
Information Systems
Research subject
Computer and Systems Sciences
Identifiers
URN: urn:nbn:se:su:diva-122879DOI: 10.1007/978-3-319-24027-5_18ISI: 000364677800021ISBN: 978-3-319-24026-8 (print)ISBN: 978-3-319-24027-5 (electronic)OAI: oai:DiVA.org:su-122879DiVA, id: diva2:868691
Conference
6th International Conference of the CLEF Association, CLEF’15 Toulouse, France, September 8–11, 2015
Available from: 2015-11-11 Created: 2015-11-11 Last updated: 2022-02-23Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full text

Search in DiVA

By author/editor
Alfalahi, AlyaaEriksson, GunnarSneiders, Eriks
By organisation
Department of Computer and Systems Sciences
Information Systems

Search outside of DiVA

GoogleGoogle Scholar

doi
isbn
urn-nbn

Altmetric score

doi
isbn
urn-nbn
Total: 203 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf