Automated Ticketing of Email for ISP Customer Care
نویسندگان
چکیده
Email is emerging as an important channel for ISP customer care, and manual processing is labor intensive. A new system for automating the processing of large volumes of email received by an ISP customer care center is described. The system automatically determines the embedded email structure, extracts key email fields needed for aggregation and ticketing, performs keyword analysis, and invokes system utilities as needed. The production system processes up to 30,000 email requests per month, and has processed over 300,000 complaints to date.
منابع مشابه
Stopping Outgoing Spam by Examining Incoming Server Logs
Processing server logs for the email arriving at an ISP can be used to detect remote sites where machines are infected by email viruses or have been hijacked and used for sending spam. Simple heuristics distinguish the patterns of such traffic from those of legitimate email. Stopping this material being sent is matter for the remote site. Nevertheless, this paper shows that processing can also ...
متن کاملFull-scale Online Event Ticketing System The Design and Implementation
The paper analyzed the system requirements for online shopping in general and specific requirements for event ticket online selling systems. The paper discussed the critical design and implementation issues for Electronic Event Ticketing System and prospective issues for fully automated Electronic Event Ticketing with high availability. The research is based on the real medium size Event Ticket...
متن کاملAn integrated fuzzy multiple objective decision framework to optimal fulfillment of engineering characteristics in quality function development
Quality function development (QFD) is a planning tools used to fulfill customer expectation and QFD is a systematic process to translating customer requirement (WHATs) into technical description (HOWs). QFD aims to maximize customer satisfactions related to enterprise satisfaction. The inherent fuzziness of relationships in QFD modeling justifies the use of fuzzy regression for estimating the r...
متن کاملOn Protection of the User's Privacy in Ubiquitous E-ticketing Systems based on RFID and NFC Technologies
The issues of customer privacy in e-ticketing systems for public transport based on RFID/NFC technologies are addressed in this paper. More specifically, having described the target system, the specific privacy threats are identified and respectively classified. This is performed by analyzing the system under concern against the specifically defined privacy properties (pseudonymity, confidentia...
متن کاملThe SESMU project: integrated customer management for multimedia service
This paper presents the activities undertaken in TELEFONICA I+D under the SESMU project to define an integrated customer management functionality for multimedia services. The defined functionality includes customer queries, trouble ticketing, billing management, contract management, inventory control and marketing support for services like satellite digital television distribution, cable televi...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
عنوان ژورنال:
دوره شماره
صفحات -
تاریخ انتشار 2001