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Clustering e-mails for the Swedish social insurance agency - What part of the e-mail thread gives the best quality?
KTH, School of Computer Science and Communication (CSC), Theoretical Computer Science, TCS. Stockholm University, Sweden.
2010 (English)In: Advances in Natural Language Processing: 7th International Conference on NLP, IceTAL 2010, Reykjavik, Iceland, August 16-18, 2010, Springer Berlin/Heidelberg, 2010, 115-120 p.Conference paper, Published paper (Refereed)
Abstract [en]

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.

Place, publisher, year, edition, pages
Springer Berlin/Heidelberg, 2010. 115-120 p.
Series
Lecture Notes in Computer Science, ISSN 0302-9743 ; 6233
Keyword [en]
clustering, E-government, e-mail threads, query answering, Swedish
National Category
Information Systems, Social aspects
Identifiers
URN: urn:nbn:se:kth:diva-149590DOI: 10.1007/978-3-642-14770-8_14ISI: 000289187000014Scopus ID: 2-s2.0-77956596379ISBN: 978-3-642-14769-2 (print)ISBN: 978-3-642-14770-8 (print)OAI: oai:DiVA.org:kth-149590DiVA: diva2:740678
Conference
7th International Conference on NLP, IceTAL 2010; Reykjavik; Iceland; 16 August 2010 through 18 August 2010
Note

QC 20140826

Available from: 2014-08-26 Created: 2014-08-25 Last updated: 2014-08-26Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • 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