{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,4,12]],"date-time":"2024-04-12T11:53:43Z","timestamp":1712922823311},"reference-count":8,"publisher":"MIT Press - Journals","issue":"4","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Computational Linguistics"],"published-print":{"date-parts":[[2009,12]]},"abstract":" This article presents an investigation of corpus-based methods for the automation of help-desk e-mail responses. Specifically, we investigate this problem along two operational dimensions: (1) information-gathering technique, and (2) granularity of the information. We consider two information-gathering techniques (retrieval and prediction) applied to information represented at two levels of granularity (document-level and sentence-level). Document-level methods correspond to the reuse of an existing response e-mail to address new requests. Sentence-level methods correspond to applying extractive multi-document summarization techniques to collate units of information from more than one e-mail. Evaluation of the performance of the different methods shows that in combination they are able to successfully automate the generation of responses for a substantial portion of e-mail requests in our corpus. We also investigate a meta-selection process that learns to choose one method to address a new inquiry e-mail, thus providing a unified response automation solution. <\/jats:p>","DOI":"10.1162\/coli.2009.35.4.35404","type":"journal-article","created":{"date-parts":[[2009,10,21]],"date-time":"2009-10-21T20:01:41Z","timestamp":1256155301000},"page":"597-635","source":"Crossref","is-referenced-by-count":4,"title":["An Empirical Study of Corpus-Based Response Automation Methods for an E-mail-Based Help-Desk Domain"],"prefix":"10.1162","volume":"35","author":[{"given":"Yuval","family":"Marom","sequence":"first","affiliation":[{"name":"* Faculty of Information Technology, Monash University, Wellington Road, Clayton, Victoria 3800, Australia. Currently employed at Pacific Brands Services Group, Building 10, 658 Church St, Richmond, Victoria 3121, Australia.."},{"name":"** Faculty of Information Technology, Monash University, Wellington Road, Clayton, Victoria 3800, Australia.."}]},{"given":"Ingrid","family":"Zukerman","sequence":"additional","affiliation":[{"name":"* Faculty of Information Technology, Monash University, Wellington Road, Clayton, Victoria 3800, Australia. Currently employed at Pacific Brands Services Group, Building 10, 658 Church St, Richmond, Victoria 3121, Australia.."},{"name":"** Faculty of Information Technology, Monash University, Wellington Road, Clayton, Victoria 3800, Australia.."}]}],"member":"281","reference":[{"key":"p_4","doi-asserted-by":"publisher","DOI":"10.1162\/089120105774321091"},{"key":"p_8","doi-asserted-by":"publisher","DOI":"10.1023\/A:1021240730564"},{"issue":"2","key":"p_9","first-page":"249","volume":"22","author":"Carletta J.","year":"1996","journal-title":"Computational Linguistics"},{"issue":"1","key":"p_19","first-page":"14","volume":"2","author":"Lapalme G.","year":"2003","journal-title":"IEEE Computational Intelligence Bulletin"},{"key":"p_20","doi-asserted-by":"publisher","DOI":"10.1007\/s11257-006-9019-0"},{"key":"p_28","doi-asserted-by":"publisher","DOI":"10.1162\/coli.2007.33.1.41"},{"key":"p_34","doi-asserted-by":"publisher","DOI":"10.1007\/s10791-006-7149-y"},{"key":"p_38","doi-asserted-by":"publisher","DOI":"10.1093\/comjnl\/11.2.185"}],"container-title":["Computational Linguistics"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.mitpressjournals.org\/doi\/pdf\/10.1162\/coli.2009.35.4.35404","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2021,3,12]],"date-time":"2021-03-12T21:26:43Z","timestamp":1615584403000},"score":1,"resource":{"primary":{"URL":"https:\/\/direct.mit.edu\/coli\/article\/35\/4\/597-635\/2035"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2009,12]]},"references-count":8,"journal-issue":{"issue":"4","published-print":{"date-parts":[[2009,12]]}},"alternative-id":["10.1162\/coli.2009.35.4.35404"],"URL":"https:\/\/doi.org\/10.1162\/coli.2009.35.4.35404","relation":{},"ISSN":["0891-2017","1530-9312"],"issn-type":[{"value":"0891-2017","type":"print"},{"value":"1530-9312","type":"electronic"}],"subject":[],"published":{"date-parts":[[2009,12]]}}}