18th Large Installation System Administration Conference Abstract
Pp. 2132 of the Proceedings
DIGIMIMIR: A Tool for Rapid Situation Analysis of Helpdesk and Support E-mail
Nils Einar Eide, Andreas N. Blaafadt, Baard H. Rehn Johansen, and Frode Eika Sandnes, Oslo University College
The system administrators of large organizations often receive a large number of e-mails from its users and a substantial amount of effort is devoted to reading and responding to these e-mails. The content of these messages can range from trivial technical questions to complex problem reports. Often these queries can be classified into specific categories, for example reports of a file-system that is full or requests to change the toner in a particular printer. In this project we have experimented with text-mining techniques and developed a tool for automatically classifying user e-mail queries in real-time and pseudo-automatically responding to these requests. Our experimental evaluations suggest that one cannot completely rely on a totally automatic tool for sorting and responding to incoming e-mail. However, it can be a resource-saving compliment to an existing toolset that can increase the support efficiency and quality.
- View the full text of this paper in HTML and
Until November 2005, you will need your USENIX membership identification in order to access the full papers. The Proceedings are published as a collective work, © 2004 by the USENIX Association. All Rights Reserved. Rights to individual papers remain with the author or the author's employer. Permission is granted for the noncommercial reproduction of the complete work for educational or research purposes. USENIX acknowledges all trademarks within this paper.
- If you need the latest Adobe Acrobat Reader, you can download it from Adobe's site.