In response to your inquiry : Automatic e-mail answer suggestion in a Dutch Contact Centre

In the past years, the number of service requests through e-mail has shown an explosive growth, forcing companies and government to set-up contact centres in order to handle these e-mails. Equal to most telephony services handled by call centres, 80% of the incoming e-mails is about 20% of the subjects, making it worthwhile to compose standard answers for at least the 20% most popular questions. Personal answering (each e-mail answered by a human agent) is simply too expensive and not necessary due to this 80-20 rule: well formed predefined answers can cover a significant part of the questions... Mehr ...