Automated Ticketing of Email for ISP Customer Care

J. Buford; D. Bowie; X. Huang; M. Mady

doi:10.3990/2.21

Automated Ticketing of Email for ISP Customer Care

J. Buford, D. Bowie, X. Huang, M. Mady

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Professional

36 Downloads (Pure)

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.

Original language	English
Title of host publication	Operations & Management
Subtitle of host publication	12th International Workshop on Distributed Systems, DSOM 2001, Nancy, France, October 15-17, 2001: Proceedings
Editors	Olivier Festor, Aiko Pras
Place of Publication	Rocquencourt
Publisher	INRIA
Pages	243-253
Number of pages	11
ISBN (Print)	9782726111901
DOIs	https://doi.org/10.3990/2.21
Publication status	Published - 2001
Externally published	Yes
Event	12th IEEE/IFIP International Workshop on Distributed Systems, DSOM 2001: Internet Services: Management Beyond the Element - Nancy, France Duration: 15 Oct 2001 → 17 Oct 2001 Conference number: 12 https://www.simpleweb.org/ifip/Conferences/DSOM/2001/DSOM2001/index-2.html

Conference

Conference	12th IEEE/IFIP International Workshop on Distributed Systems, DSOM 2001
Abbreviated title	DSOM
Country/Territory	France
City	Nancy
Period	15/10/01 → 17/10/01
Internet address	https://www.simpleweb.org/ifip/Conferences/DSOM/2001/DSOM2001/index-2.html

Access to Document

10.3990/2.21

ArticleFinal published version, 182 KB

https://dblp.org/rec/conf/dsom/BufordBHM01

1 Book

Operations & Management: 12th International Workshop on Distributed Systems, DSOM 2001: proceedings
Festor, O. & Pras, A., 2001, Rocquencourt, France: INRIA . 339 p.
Research output: Book/Report › Book › Academic

Open Access
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575 Downloads (Pure)

Cite this

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title = "Automated Ticketing of Email for ISP Customer Care",

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.",

author = "J. Buford and D. Bowie and X. Huang and M. Mady",

year = "2001",

doi = "10.3990/2.21",

language = "English",

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pages = "243--253",

editor = "Olivier Festor and Aiko Pras",

booktitle = "Operations & Management",

publisher = "INRIA ",

note = "12th IEEE/IFIP International Workshop on Distributed Systems, DSOM 2001 : Internet Services: Management Beyond the Element, DSOM ; Conference date: 15-10-2001 Through 17-10-2001",

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Buford, J, Bowie, D, Huang, X & Mady, M 2001, Automated Ticketing of Email for ISP Customer Care. in O Festor & A Pras (eds), Operations & Management: 12th International Workshop on Distributed Systems, DSOM 2001, Nancy, France, October 15-17, 2001: Proceedings. INRIA , Rocquencourt, pp. 243-253, 12th IEEE/IFIP International Workshop on Distributed Systems, DSOM 2001, Nancy, France, 15/10/01. https://doi.org/10.3990/2.21

Automated Ticketing of Email for ISP Customer Care. / Buford, J.; Bowie, D.; Huang, X. et al.
Operations & Management: 12th International Workshop on Distributed Systems, DSOM 2001, Nancy, France, October 15-17, 2001: Proceedings. ed. / Olivier Festor; Aiko Pras. Rocquencourt: INRIA , 2001. p. 243-253.

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Professional

TY - GEN

T1 - Automated Ticketing of Email for ISP Customer Care

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AU - Bowie, D.

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AU - Mady, M.

N1 - Conference code: 12

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N2 - 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.

AB - 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.

U2 - 10.3990/2.21

DO - 10.3990/2.21

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SN - 9782726111901

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BT - Operations & Management

A2 - Festor, Olivier

A2 - Pras, Aiko

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CY - Rocquencourt

T2 - 12th IEEE/IFIP International Workshop on Distributed Systems, DSOM 2001

Y2 - 15 October 2001 through 17 October 2001

ER -

Automated Ticketing of Email for ISP Customer Care

Abstract

Conference

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Research output

Operations & Management: 12th International Workshop on Distributed Systems, DSOM 2001: proceedings

Cite this