Multi-facet classification of e-mails in a helpdesk scenario
Thomas Beckers, Ingo Frommholz, Ralf Bonning · University of Bedfordshire Repository (University of Bedfordshire) · 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 efficiently, incoming e-mails have to be classi-fied w. r. t. several facets, in particular topic, support type and priority. It is desirable to perform these classifications automatically. We report on experiments using Support Vec-tor Machines and k-Nearest-Neighbours, re-spectively, for the given multi-facet classifi-cation task. The challenge is to define suit-able features for each facet. Our results sug-gest that improvements can be gained for all facets, and they also reveal which features are promising for a particular facet. 1