A Comparative Study of Information-Gathering Approaches for Answering Help-Desk Email Inquiries

  • Ingrid Zukerman
  • Yuval Marom
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 4304)


We present a comparative study of corpus-based methods for the automatic synthesis of email responses to help-desk requests. Our methods were developed by considering two operational dimensions: (1) information-gathering technique, and (2) granularity of the information. In particular, we investigate two techniques – retrieval and prediction – applied to information represented at two levels of granularity – sentence level and document level. We also developed a hybrid method that combines prediction with retrieval. Our results show that the different approaches are applicable in different situations, addressing a combined 72% of the requests with either complete or partial responses.


Sentence Level Cohesive Cluster Answer Sentence Sentence Retrieval Sentence Cluster 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2006

Authors and Affiliations

  • Ingrid Zukerman
    • 1
  • Yuval Marom
    • 1
  1. 1.Faculty of Information TechnologyMonash UniversityClaytonAustralia

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