Message Classification in the Call Center
<|reference_start|>Message Classification in the Call Center: Customer care in technical domains is increasingly based on e-mail communication, allowing for the reproduction of approved solutions. Identifying the customer's problem is often time-consuming, as the problem space changes if new products are launched. This paper describes a new approach to the classification of e-mail requests based on shallow text processing and machine learning techniques. It is implemented within an assistance system for call center agents that is used in a commercial setting.<|reference_end|>
@article{busemann2000message,
    title={Message Classification in the Call Center},
    author={Stephan Busemann, Sven Schmeier and Roman G. Arens},
    journal={Proceedings of ANLP-2000, Seattle, WA},
    year={2000},
    archivePrefix={arXiv},
    eprint={cs/0003060},
    primaryClass={cs.CL}
}