Abstract
We need to analyse a large number of e-mails sent by the citizens to the customer services department of a governmental organisation based in Sweden. To carry out this analysis we clustered a large number of e-mails with the aim of automatic e-mail answering. One issue that came up was whether we should use the whole e-mail including the thread or just the original query for the clustering. In this paper we describe this investigation. Our results show that only the query and the answering part should be used, but not necessarily the whole e-mail thread. The results clearly show that the original question contains more useful information than only the answer, although a combination is even better. Using the full e-mail thread does not downgrade the result.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Knutsson, O., Pargman, T., Dalianis, H., Rosell, M., Sneiders, E.: Increasing the efficiency and quality of e-mail communication in e-Governmnent using language technology. In: Proc. of IFIP e-Government Conference 2010 (EGOV 2010), Lausanne, Switzerland, August 29-September 2 (2010) (to be published)
Lampert, A., Dale, R., Paris, C.: Segmenting email message text into zones. In: Proc. of the 2009 Conference on Empirical Methods in Natural Language Processing, EMNLP 2009 (2009)
Huang, Y., Govindaraju, D., Mitchell, T.M., de Carvalho, V.R., Cohen, W.W.: Inferring ongoing activities of workstation users by clustering email. In: CEAS – Conference on Email and Anti-Spam (2004)
Schuff, D., Turetken, O., D’Arcy, J.: A multi-attribute, multi-weight clustering approach to managing “e-mail overload”. Decision Support Systems 42, 1350–1365 (2006)
Domeij, R., Knutsson, O., Carlberger, J., Kann, V.: Granska – an efficient hybrid system for Swedish grammar checking. In: Proc. 12th Nordic Conf. on Comp. Ling. – NODALIDA 1999 (1999)
Rosell, M.: Text Clustering Exploration – Swedish Text Representation and Clustering Results Unraveled. PhD thesis, School of Computer Science and Communication, Royal Institute of Technology, Stockholm, Sweden (2009)
Manning, C.D., Raghavan, P., Schütze, H.: Introduction to Information Retrieval. Cambridge University Press, Cambridge (2008)
Cutting, D.R., Pedersen, J.O., Karger, D., Tukey, J.W.: Scatter/Gather: A cluster-based approach to browsing large document collections. In: Proc. 15th Annual Int. ACM SIGIR Conf. on Research and Development in Information Retrieval (1992)
Strehl, A., Ghosh, J.: Cluster ensembles — a knowledge reuse framework for combining multiple partitions. J. Mach. Learn. Res. 3, 583–617 (2003)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2010 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Dalianis, H., Rosell, M., Sneiders, E. (2010). Clustering E-Mails for the Swedish Social Insurance Agency – What Part of the E-Mail Thread Gives the Best Quality?. In: Loftsson, H., Rögnvaldsson, E., Helgadóttir, S. (eds) Advances in Natural Language Processing. NLP 2010. Lecture Notes in Computer Science(), vol 6233. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-14770-8_14
Download citation
DOI: https://doi.org/10.1007/978-3-642-14770-8_14
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-14769-2
Online ISBN: 978-3-642-14770-8
eBook Packages: Computer ScienceComputer Science (R0)