{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,1,21]],"date-time":"2026-01-21T17:24:32Z","timestamp":1769016272480,"version":"3.49.0"},"publisher-location":"Cham","reference-count":27,"publisher":"Springer International Publishing","isbn-type":[{"value":"9783319312316","type":"print"},{"value":"9783319312323","type":"electronic"}],"license":[{"start":{"date-parts":[[2016,1,1]],"date-time":"2016-01-01T00:00:00Z","timestamp":1451606400000},"content-version":"unspecified","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2016]]},"DOI":"10.1007\/978-3-319-31232-3_13","type":"book-chapter","created":{"date-parts":[[2016,3,1]],"date-time":"2016-03-01T01:32:02Z","timestamp":1456795922000},"page":"135-144","source":"Crossref","is-referenced-by-count":8,"title":["Review of the Main Approaches to Automated Email Answering"],"prefix":"10.1007","author":[{"given":"Eriks","family":"Sneiders","sequence":"first","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2016,3,2]]},"reference":[{"key":"13_CR1","unstructured":"Radicati, S.: Email Statistics Report, 2014-2018. Radicati Group, April (2014)"},{"key":"13_CR2","unstructured":"Suneson, B.: E-post \u00e4r dyrare men ger kunden b\u00e4ttre svar. Svenska Dagbladet (April 4, 2005). In Swedish"},{"issue":"1","key":"13_CR3","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1007\/s10115-013-0658-2","volume":"41","author":"Guanting Tang","year":"2013","unstructured":"Tang, G., Pei, J., Luk, W. S.: Email mining: tasks, common techniques, and tools. Knowledge and Information Systems, 41(1), pp. 1-31 (2014)","journal-title":"Knowledge and Information Systems"},{"key":"13_CR4","doi-asserted-by":"crossref","unstructured":"Andrenucci, A., Sneiders, E.: Automated Question Answering: Review of the Main Approaches. In: Proc. 3rd International Conference on Information Technology and Applications (ICITA). IEEE, Vol. 2, pp.514-519 (2005)","DOI":"10.1109\/ICITA.2005.78"},{"key":"13_CR5","doi-asserted-by":"crossref","unstructured":"Busemann, S., Schmeier, S., Arens, R. G.: Message classification in the call center. In: Proc. Sixth Conference on Applied Natural Language Processing, pp. 158-165. ACL (2000)","DOI":"10.3115\/974147.974169"},{"key":"13_CR6","doi-asserted-by":"crossref","unstructured":"Scheffer, T.: Email answering assistance by semi-supervised text classification. Intelligent Data Analysis, vol. 8, no. 5, pp. 481-493. IOS Press (2004)","DOI":"10.3233\/IDA-2004-8505"},{"key":"13_CR7","doi-asserted-by":"crossref","first-page":"87","DOI":"10.1007\/978-3-540-30115-8_11","volume-title":"Machine Learning: ECML 2004","author":"Steffen Bickel","year":"2004","unstructured":"Bickel, S., Scheffer, T.: Learning from message pairs for automatic email answering. Machine Learning: ECML 2004. Springer Berlin Heidelberg, pp. 87-98 (2004)"},{"key":"13_CR8","unstructured":"Lapalme, G., Kosseim, L.: Mercure: Towards an automatic e-mail follow-up system. IEEE Computational Intelligence Bulletin, vol. 2, no. 1, pp. 14-18 (2003)"},{"key":"13_CR9","unstructured":"Yang, W., Kwok, L. Improving the automatic email responding system for computer manufacturers via machine learning. In: Proc. Information Management, Innovation Management and Industrial Engineering (ICIII), Vol. 3. IEEE (2012)"},{"key":"13_CR10","unstructured":"Hewlett, W.R., Freed, M.: An Email Assistant that Learns to Suggest Reusable Replies. In: Papers from the 2008 AAAI Workshop, Technical Report WS-08-04, pp. 28-35 (2008)"},{"key":"13_CR11","first-page":"213","volume-title":"Advances in Intelligent and Soft Computing","author":"Kota Itakura","year":"2010","unstructured":"Itakura, K., Kenmotsu, M., Oka, H., Akiyoshi, M.: An Identification Method of Inquiry E-mails to the Matching FAQ for Automatic Question Answering. Distributed Computing and Artificial Intelligence, pp. 213-219. Springer Berlin Heidelberg (2010)"},{"issue":"5","key":"13_CR12","doi-asserted-by":"crossref","first-page":"904","DOI":"10.1002\/asi.21702","volume":"63","author":"Inge Alberts","year":"2012","unstructured":"Alberts, I., Forest, D.: Email pragmatics and automatic classification: A study in the organizational context. Journal of the American Society for Information Science and Technology 63, no. 5, pp. 904-922 (2012)","journal-title":"Journal of the American Society for Information Science and Technology"},{"key":"13_CR13","unstructured":"Malik, R., Subramaniam, V., Kaushik, S.: Automatically Selecting Answer Templates to Respond to Customer Emails. In: Proc. IJCAI, Vol. 7, pp. 1659-1664 (2007)"},{"key":"13_CR14","doi-asserted-by":"crossref","unstructured":"Alfalahi, A., Eriksson, G., Sneiders, E.: Shadow Answers as an Intermediary in Email Answer Retrieval. In: Experimental IR Meets Multilinguality, Multimodality, and Interaction, pp. 209-214. Springer International Publishing (2015)","DOI":"10.1007\/978-3-319-24027-5_18"},{"issue":"4","key":"13_CR15","doi-asserted-by":"crossref","first-page":"529","DOI":"10.1016\/j.eswa.2003.10.011","volume":"26","author":"Sung-Shun Weng","year":"2004","unstructured":"Weng, S.S., Liu, C.K.: Using text classification and multiple concepts to answer e-mails. Expert Systems with applications 26, no. 4, pp. 529-543 (2004)","journal-title":"Expert Systems with Applications"},{"key":"13_CR16","doi-asserted-by":"crossref","unstructured":"Kosseim, L., Beauregard, S., Lapalme, G.: Using information extraction and natural language generation to answer e-mail. Data & Knowledge Engineering, vol. 38, pp. 85-100 (2001)","DOI":"10.1016\/S0169-023X(01)00018-0"},{"issue":"1","key":"13_CR17","doi-asserted-by":"crossref","first-page":"109","DOI":"10.3844\/jcssp.2015.109.119","volume":"11","author":"Abdulkareem Al-Alwani","year":"2015","unstructured":"Al-Alwani, A.: Improving Email Response in an Email Management System Using Natural Language Processing Based Probabilistic Methods. Journal of Computer Science 11, no. 1, pp. 109-119 (2015)","journal-title":"Journal of Computer Science"},{"key":"13_CR18","doi-asserted-by":"crossref","unstructured":"Marom, Y., Zukerman, I.: Towards a Framework for Collating Help-desk Responses from Multiple Documents. In: Proc. IJCAI Workshop on Knowledge and Reasoning for Answering Questions, Edinburgh, Scotland, pp. 32\u201339 (2005)","DOI":"10.3115\/1654679.1654687"},{"key":"13_CR19","doi-asserted-by":"crossref","first-page":"381","DOI":"10.1007\/978-3-642-14770-8_41","volume-title":"Advances in Natural Language Processing","author":"Eriks Sneiders","year":"2010","unstructured":"Sneiders, E.: Automated Email Answering by Text Pattern Matching. In: H. Loftsson, E. R\u00f6gnvaldsson, S. Helgad\u00f3ttir (eds.): Proc. 7th International Conference on Natural Lan-guage Processing (IceTAL), LNAI 6233, pp. 381-392. Springer, Heidelberg (2010)"},{"key":"13_CR20","doi-asserted-by":"crossref","unstructured":"Sneiders, E., Sj\u00f6bergh, J., Alfalahi, A.: Email Answering by Matching Question and Context-Specific Text Patterns: Performance and Error Analysis. In: Proc. WorldCist\u201916, Recife, Brazil, March 22-24. Springer International Publishing (2016)","DOI":"10.1007\/978-3-319-31232-3_12"},{"issue":"3","key":"13_CR21","doi-asserted-by":"crossref","first-page":"237","DOI":"10.1017\/S1351324999002119","volume":"5","author":"HAMID KHOSRAVI","year":"1999","unstructured":"Khosravi, H., Wilks, Y.: Routing email automatically by purpose not topic. Natural Language Engineering, 5, pp. 237-250 (1999)","journal-title":"Natural Language Engineering"},{"key":"13_CR22","unstructured":"Corston-Oliver, S., Ringger, E., Gamon, M., Campbell, R.: Task-focused summarization of email. In: Proc. ACL-04 Workshop: Text Summarization Branches Out, pp. 43-50 (2004)"},{"key":"13_CR23","unstructured":"Cohen, W.W., Carvalho, V.R., Mitchell, T.M.: Learning to Classify Email into \u201cSpeech Acts\u201d. In: Proc. EMNLP, pp. 309-316 (2004)"},{"key":"13_CR24","doi-asserted-by":"crossref","unstructured":"Goldstein, J., Sabin, R.E.: Using speech acts to categorize email and identify email genres. In: Proc. 39th Annual Hawaii International Conference on System Sciences, vol. 3. IEEE (2006)","DOI":"10.1109\/HICSS.2006.528"},{"key":"13_CR25","unstructured":"Lampert, A., Dale, R., Paris, C.: The nature of requests and commitments in email messages. In: Proc. of the AAAI Workshop on Enhanced Messaging, pp. 42-47 (2008)"},{"key":"13_CR26","unstructured":"Lampert, A., Dale, R., Paris, C.: Requests and Commitments in Email are More Complex Than You Think: Eight Reasons to be Cautious. In: Proc. Australasian Language Technology Association Workshop, vol. 6, pp. 64-72 (2008)"},{"key":"13_CR27","doi-asserted-by":"crossref","unstructured":"Sneiders, E.: Automated Question Answering Using Question Templates that Cover the Conceptual Model of the Database. In: Natural Language Processing and Information Systems. Proc. NLDB\u20192002. Springer LNCS series 2553, pp. 235-239 (2002)","DOI":"10.1007\/3-540-36271-1_24"}],"container-title":["Advances in Intelligent Systems and Computing","New Advances in Information Systems and Technologies"],"original-title":[],"link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-319-31232-3_13","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,6,1]],"date-time":"2025-06-01T15:36:20Z","timestamp":1748792180000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-319-31232-3_13"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2016]]},"ISBN":["9783319312316","9783319312323"],"references-count":27,"URL":"https:\/\/doi.org\/10.1007\/978-3-319-31232-3_13","relation":{},"ISSN":["2194-5357","2194-5365"],"issn-type":[{"value":"2194-5357","type":"print"},{"value":"2194-5365","type":"electronic"}],"subject":[],"published":{"date-parts":[[2016]]}}}