전자메일 기반의 고객관계관리(CRM) 시스템 개발에 관한 연구

A Study on the Development of Electronic Mail-based Customer Relationship Management System

This study designs and implements a new approach to the classification of e-mail requests from customer based on machine learning techniques. The work on building an electronic mall classifier can be cast into the framework of text classification, since an e-mail is a viewed as a document, and judgement of interest is viewed as a class level given to the e-mail document. It is also implemented an e-mall based automated response system that integrate with Call Center in a practical use.