University of Twente Proceedings

Automated Ticketing of Email for ISP Customer Care

Buford, J. and Bowie, D. and Huang, X. and Mady, M. (2001) Automated Ticketing of Email for ISP Customer Care. In: 12th International Workshop on Distributed Systems: Operations & Management., 15 October 2001 - 17 October 2001, Nancy, France .

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Event:	12th International Workshop on Distributed Systems: Operations & Management., 15 October 2001 - 17 October 2001, Nancy, France
Abstract:	Email is emerging as an important channel for ISP customer care, and manual processing is labor intensive. A new system for automating the processing of large volumes of email received by an ISP customer care center is described. The system automatically determines the embedded email structure, extracts key email fields needed for aggregation and ticketing, performs keyword analysis, and invokes system utilities as needed. The production system processes up to 30,000 email requests per month, and has processed over 300,000 complaints to date.
Item Type:	Conference or Workshop Item (Paper)
Uncontrolled Keywords:	Customer Care, Service Management, Automated Email Processing, Spam, UCE
Link to this item:	https://doi.org/10.3990/2.21
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