Applying Case-Based Reasoning to Email Response

In this paper, we describe a case-based reasoning approach for the semi-automatic generation of responses to email messages. This task poses some challenges from a case-based reasoning perspective especially to the precision of the retrieval phase and the adaptation of textual cases. We are currently developing an application for the Investor relations domain. This paper discusses how some of the particularities of the domain corpus, like the presence of multiple requests in the incoming email messages, can be addressed by the insertion of natural language processing techniques in different phases of the reasoning cycle.