Browsing Centre for Research in Distributed Technologies (CREDIT) by Authors
Multi-facet classification of e-mails in a helpdesk scenarioBeckers, Thomas; Frommholz, Ingo; Bonning, Ralf; University of Duisburg-Essen, Germany; University of Glasgow; d.velop AG (Gesellschaft für Informatik e.V., 2009)Helpdesks have to manage a huge amount of support requests which are usually submitted via e-mail. In order to be assigned to experts e ciently, incoming e-mails have to be classi- ed w. r. t. several facets, in particular topic, support type and priority. It is desirable to perform these classi cations automatically. We report on experiments using Support Vector Machines and k-Nearest-Neighbours, respectively, for the given multi-facet classi - cation task. The challenge is to de ne suitable features for each facet. Our results suggest that improvements can be gained for all facets, and they also reveal which features are promising for a particular facet.