Reusing Past Replies to Respond to New Email: A Case-based Reasoning Approach

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aut.embargoNoen_NZ
aut.thirdpc.containsNoen_NZ
aut.thirdpc.permissionNoen_NZ
aut.thirdpc.removedNoen_NZ
dc.contributor.advisorNaeem, Muhammad Asif
dc.contributor.advisorPears, Russel
dc.contributor.advisorWeber, Gerald
dc.contributor.authorLinggawa, I Wayan Sathya
dc.date.accessioned2017-06-12T22:36:25Z
dc.date.available2017-06-12T22:36:25Z
dc.date.copyright2017
dc.date.created2017
dc.date.issued2017
dc.date.updated2017-06-12T07:45:35Z
dc.description.abstractEmail communication has been widely used in managing customer queries, such as complaints and inquiries. The user is expected to respond the query properly. However, with an increasing number of query emails received every day, it seems likely that the inbox appears to have more unreplied queries and leads to overwhelmed and cluttered email management called email overload. This thesis presents a development in the email overload issue on managing a reply task. The system, called a smart email client, helps in replying to an email by suggesting a list of replies gleaned from the emails replied to in the past. These suggested replies are ranked according to the level of similarity. The methodology follows the Case-Based Reasoning (CBR) approach to solve the problem by reusing previously written solutions from the past replies stored in the case base. Techniques from Natural Language Processing and Information Retrieval are utilised, particularly in lexical semantics, through using WordNet. Finally, an evaluation of the retrieval algorithm shows that the effectiveness and efficiency of the algorithm is influenced by the case feature selection and various text analysis techniques such as lexical analysis, stemming, stopwords removal, and synonym expansion.en_NZ
dc.identifier.urihttps://hdl.handle.net/10292/10541
dc.language.isoenen_NZ
dc.publisherAuckland University of Technology
dc.rights.accessrightsOpenAccess
dc.subjectemail clienten_NZ
dc.subjectcase-based reasoningen_NZ
dc.subjectinformation retrievalen_NZ
dc.subjectvector space modelen_NZ
dc.subjectluceneen_NZ
dc.subjectsynonym expansionen_NZ
dc.subjectemailen_NZ
dc.subjectjavaen_NZ
dc.subjecttext analysisen_NZ
dc.titleReusing Past Replies to Respond to New Email: A Case-based Reasoning Approachen_NZ
dc.typeThesis
thesis.degree.grantorAuckland University of Technology
thesis.degree.levelMasters Theses
thesis.degree.nameMaster of Computer and Information Sciencesen_NZ
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