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<Paper uid="W06-0706">
  <Title>Automating Help-desk Responses: A Comparative Study of Information-gathering Approaches</Title>
  <Section position="2" start_page="0" end_page="0" type="abstr">
    <SectionTitle>
Abstract
</SectionTitle>
    <Paragraph position="0"> We present a comparative study of corpus-based methods for the automatic synthesis of email responses to help-desk requests. Our methods were developed by considering two operational dimensions:  (1) information-gathering technique, and (2) granularity of the information. In par- null ticular, we investigate two techniques retrieval and prediction applied to information represented at two levels of granularity sentence-level and document level. We also developed a hybrid method that combines prediction with retrieval. Our results show that the different approaches are applicable in different situations, addressing a combined 72% of the requests with either complete or partial responses.</Paragraph>
  </Section>
class="xml-element"></Paper>