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Lyon
Aug. 22, 2011 to Aug. 27, 2011
ISBN: 978-1-4577-1373-6
pp: 369-372
ABSTRACT
The volume of email that help-desks receive every day is very high and often queries are repeated. Any kind of automation in processing of emails requires good understanding of the emails. In the current work we propose a schema for tagging author composed sentences in help-desk emails by the intent of the author. We have created a corpus taking email data from two help-desks and annotated them at sentence level. We have achieved significant accuracies in learning to automatically tag the sentences using n-gram features and some hand-picked lexical features. At every stage right from choice of schema to choice of features, we have tried to be domain independent or keep domain related information as a separate component. Automation of Tagging of Discourse Segments (TODS) in email, we propose is a significant step towards finding the discourse parse of emails.
INDEX TERMS
Discourse Parsing, Speech Act Classification, Email Analysis, Help-desk email, Tagging of Discourse Segments
CITATION
Suman Yelati, Rajeev Sangal, "Novel Approach for Tagging of Discourse Segments in Help-Desk E-Mails", WI-IAT, 2011, 2011 IEEE/WIC/ACM International Joint Conferences on Web Intelligence (WI) and Intelligent Agent Technologies, 2011 IEEE/WIC/ACM International Joint Conferences on Web Intelligence (WI) and Intelligent Agent Technologies 2011, pp. 369-372, doi:10.1109/WI-IAT.2011.71
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