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<Paper uid="A00-1022">
  <Title>Message Classification in the Call Center</Title>
  <Section position="1" start_page="0" end_page="0" type="abstr">
    <SectionTitle>
Abstract
</SectionTitle>
    <Paragraph position="0"> Customer care in technical domains is increasingly based on e-mail communication, allowing for the reproduction of approved solutions. Identifying the customer's problem is often time-consuming, as the problem space changes if new products are launched.</Paragraph>
    <Paragraph position="1"> This paper describes a new approach to the classification of e-mail requests based on shallow text processing and machine learning techniques. It is implemented within an assistance system for call center agents that is used in a commercial setting.</Paragraph>
  </Section>
class="xml-element"></Paper>