Compared to the telephone, email based customer care is increasingly becoming the preferred channel of communication for corporations and customers. Most email-based customer care management systems provide a method to include template texts in order to reduce the handling time for a customer's email. The text in a template is suitably modified into a response by a customer care agent. In this paper, we present two techniques to improve the effectiveness of a template by providing tools for the template authors. First, we present a tool to track and visualize the edits made by agents to a template which serves as a vital feedback to the template authors. Second, we present a novel method that automatically extracts potential templates from responses authored by agents. These methods are investigated in the context of an email customer care analysis tool that handles over a million emails a year.
|Number of pages||10|
|State||Published - 2008|
|Event||2008 Conference on Empirical Methods in Natural Language Processing, EMNLP 2008, Co-located with AMTA 2008 and the International Workshop on Spoken Language Translation - Honolulu, HI, United States|
Duration: Oct 25 2008 → Oct 27 2008
|Conference||2008 Conference on Empirical Methods in Natural Language Processing, EMNLP 2008, Co-located with AMTA 2008 and the International Workshop on Spoken Language Translation|
|Period||10/25/08 → 10/27/08|