Analysis and Synthesis of Help-Desk Responses | SpringerLink
Skip to main content
Springer Nature Link
Log in

Analysis and Synthesis of Help-Desk Responses

  • Conference paper
Knowledge-Based Intelligent Information and Engineering Systems (KES 2005)

Part of the book series: Lecture Notes in Computer Science ((LNAI,volume 3683))

Abstract

We present a corpus-based approach for the automatic analysis and synthesis of email responses to help-desk requests. This approach can be used to automatically deal with repetitive requests of low technical content, thus enabling help-desk operators to focus their effort on more difficult requests. We propose a method for extracting high-precision sentences for inclusion in a response, and a measure for predicting the completeness of a planned response. The idea is that complete, high-precision responses may be sent directly to users, while incomplete responses should be passed to operators. Our results show that a small but significant proportion (14%) of our automatically generated responses have a high degree of precision and completeness, and that our measure can reliably predict the completeness of a response.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

Similar content being viewed by others

References

  1. Marom, Y., Zukerman, I.: Corpus-based generation of easy help-desk responses. Technical Report 2005/166, School of Computer Science and Software Engineering, Monash University, Clayton, Australia (2005)

    Google Scholar 

  2. Filatova, E., Hatzivassiloglou, V.: Event-based extractive summarization. In: Proceedings of ACL 2004 Workshop on Summarization, Barcelona, Spain, pp. 104–111 (2004)

    Google Scholar 

  3. Radev, D., Jing, H., Budzikowska, M.: Centroid-based summarization of multiple documents: sentence extraction, utility-based evaluation, and user studies. In: ANLP/NAACL2000 Workshop on Summarization, Seattle, Washington (2000)

    Google Scholar 

  4. Hatzivassiloglou, V., Klavans, J., Holcombe, M., Barzilay, R., Kan, M., McKeown, K.: SimFinder: A flexible clustering tool for summarization. In: Proc. NAACLWorkshop on Automatic Summarization, Pittsburgh, Pennsylvania (2001)

    Google Scholar 

  5. Mani, I., Bloedorn, E.: Multi-document summarization by graph search and matching. In: AAAI 1997 – Proceedings of the Fourteenth National Conference on Artificial Intelligence, Providence, Rhode Island, pp. 622–628 (1997)

    Google Scholar 

  6. Berger, A., Mittal, V.: Query-relevant summarization using FAQs. In: Proc. 38th Annual Meeting of the Association for Computational Linguistics (ACL2000), Hong Kong, pp. 294–301 (2000)

    Google Scholar 

  7. Carmel, D., Shtalhaim, M., Soffer, A.: eResponder: Electronic question responder. In: CooplS 2002: Proceedings of the 7th International Conference on Cooperative Information Systems, Eilat, Israel, pp. 150–161 (2000)

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. School of Computer Science and Software Engineering, Monash University, Clayton, VICTORIA, 3800, Australia

    Yuval Marom & Ingrid Zukerman

Authors
  1. Yuval Marom
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Ingrid Zukerman
    View author publications

    You can also search for this author in PubMed Google Scholar

Editor information

Editors and Affiliations

  1. School of Business, La Trobe University, 3086, Melbourne, Victoria, Australia

    Rajiv Khosla

  2. Centre for SMART systems Engineering Research Centre, University of Brighton, BN2 4GJ, Moulsecoomb, Brighton, UK

    Robert J. Howlett

  3. School of Electrical and Information Engineering, Knowledge Based Intelligent Engineering Systems Centre, University of South Australia, 5095, Mawson Lakes, SA, Australia

    Lakhmi C. Jain

Rights and permissions

Reprints and permissions

Copyright information

© 2005 Springer-Verlag Berlin Heidelberg

About this paper

Cite this paper

Marom, Y., Zukerman, I. (2005). Analysis and Synthesis of Help-Desk Responses. In: Khosla, R., Howlett, R.J., Jain, L.C. (eds) Knowledge-Based Intelligent Information and Engineering Systems. KES 2005. Lecture Notes in Computer Science(), vol 3683. Springer, Berlin, Heidelberg. https://doi.org/10.1007/11553939_126

Download citation

  • DOI: https://doi.org/10.1007/11553939_126

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-540-28896-1

  • Online ISBN: 978-3-540-31990-0

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics