Abstract
The case-based reasoning approach to email response consists of reusing past messages to synthesize new responses to incoming requests. This task presents various challenges due to the nature of the messages: Textual descriptions, multiple topics, heterogeneous content, variable text length and varying recurrence of the statements. In this paper, we address the problem of determining which portions of past cases are reusable. Our scheme consists of identifying parts of a past message and declaring them variable, optional or reusable. This formulation of case reuse corresponds, from an application point of view, to the dynamic creation of a response template from antecedent messages. We describe and compare two strategies for selecting the messages portions to be reused: Case grouping and condensation models. Our results indicate that the case grouping strategy is a better choice. We also describe some of our experiments for identifying variable parts, based on named entity extraction techniques.
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Lamontagne, L., Lapalme, G. (2004). Textual Reuse for Email Response. In: Funk, P., González Calero, P.A. (eds) Advances in Case-Based Reasoning. ECCBR 2004. Lecture Notes in Computer Science(), vol 3155. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-28631-8_19
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DOI: https://doi.org/10.1007/978-3-540-28631-8_19
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