An Automatic Reply to Customers’ E-mail Queries Model with Chinese Text Mining Approach

With the prevalence of the Internet, most companies provide technical support and customer service via the net. In general, companies’ websites provide keyword search interfaces to access pre-written documents. Unfortunately, customers may not always find the correct information that they need. To fulfill a customer’s needs, a quick response model is needed. We proposed a Chinese e-mail questioning quick response model to enhance customer service on the Internet. This model not only can process all customer queries, transform e-mails into pre-defined template rule set, discover a suitable reply from pre-defined knowledge-based documents, but also can provide an efficient and complete customer service for commercial companies, as well as government departments and organizations. Key-Words: Text-mining; FAQ