Shadow Answers as an Intermediary in Email Answer Retrieval

  • Alyaa Alfalahi
  • Gunnar Eriksson
  • Eriks Sneiders
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 9283)


A set of standard answers facilitates answering emails at customer care centers. Matching the text of user emails to the standard answers may not be productive because they do not necessarily have the same wording. Therefore we examine archived email-answer pairs and establish query-answer term co-occurrences. When a new user email arrives, we replace query words with most co-occurring answer words and obtain a “shadow answer”, which is a new query to retrieve standard answers. As a measure of term co-occurrence strength we test raw term co-occurrences and Pointwise Mutual Information.


Email answering Statistical word associations Shadow answer 


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Copyright information

© Springer International Publishing Switzerland 2015

Authors and Affiliations

  • Alyaa Alfalahi
    • 1
  • Gunnar Eriksson
    • 1
  • Eriks Sneiders
    • 1
  1. 1.Department of Computer and Systems SciencesStockholm UniversityKistaSweden

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