Have you done Natural Language Understanding?

[MrMarkyMark]

For it to work, you need to use fairly sophisticated machine learning algorithms requiring proper computer scientists.

Errrrrmmmm OK.....how much?

The next thing you will be telling me Suity's available

[DimPrawn]

Rubbish. It depends on how complex you want to be. If I could do something in 2004 on SQL Server 2000, why the hell do you need machine learning algorithms?

I'm surprised Microsoft didn't buy it off you, instead of spending billions $$$ and 10 years hiring the best AI experts in the World to produce Cognitive Services and Azure Machine Learning....

[Cirrus]

Comparing Apples?

Rubbish. It depends on how complex you want to be. If I could do something in 2004 on SQL Server 2000, why the hell do you need machine learning algorithms?

So this is like:

Hi John

Hope you had a good holiday. Can you progress as suggested

Love Jill

From john
To Jill

Hi Jill

Looking forward to lots of sun. Would like to add 13 Rillington Place onto Mrs Smith's policy (2389776) starting last week. I assume no change in premium as it replaces 77 Sunset Strip

etc

Now this can route to Cancellation, Renewal, New Business, ReQuote, Mid-Term Adjustment etc etc (60 codes)

How did your system decide what the letter was about?

(The emails are usually longer than the above)

etc

[NotAllThere]

Errrrrmmmm OK.....how much?

The next thing you will be telling me Suity's available

I'm not a proper computer scientist. But Suity's always available, isn't he?

[DimPrawn]

So this is like:

Hi John

Hope you had a good holiday. Can you progress as suggested

Love Jill

From john
To Jill

Hi Jill

Looking forward to lots of sun. Would like to add 13 Rillington Place onto Mrs Smith's policy (2389776) starting last week. I assume no change in premium as it replaces 77 Sunset Strip

etc

Now this can route to Cancellation, Renewal, New Business, ReQuote, Mid-Term Adjustment etc etc (60 codes)

How did your system decide what the letter was about?

(The emails are usually longer than the above)

etc

Some things are easily done by computers, this is not one of them.

[LondonManc]

So this is like:

Hi John

Hope you had a good holiday. Can you progress as suggested

Love Jill

From john
To Jill

Hi Jill

Looking forward to lots of sun. Would like to add 13 Rillington Place onto Mrs Smith's policy (2389776) starting last week. I assume no change in premium as it replaces 77 Sunset Strip

etc

Now this can route to Cancellation, Renewal, New Business, ReQuote, Mid-Term Adjustment etc etc (60 codes)

How did your system decide what the letter was about?

(The emails are usually longer than the above)

etc

We had a bit of a better spec than a made up email.

I'd look at keywords used, together with strings; clearly a keyword in yours is replace so it would go to adjustment as a first port of call. Most of it was done on keyword routing. Hit rate of about 75%, increasing to 85-90% correct routing after a round of tweaks. Not much monetisation in it and no value add to the customer so it was left at that. Anything without a definite keyword hit went to a generic queue that was picked up within the 24 hour SLA for generic emails.

[DimPrawn]

Hi John,

I have thought about the new policy you suggested, and how I would need to cancel the existing policy in this case, but after carefully considering it, I would like to amend the policy I have instead.

Thanks,

Bill

New policy?
Cancel policy?
Amend policy?

[LondonManc]

New policy?
Cancel policy?
Amend policy?

Search for "like to", see what follows.

Putting the Dim in DimPrawn today nqat.

[DimPrawn]

Search for "like to", see what follows.

Putting the Dim in DimPrawn today nqat.

like not to?
would not like to?
don't want to?
want to?
wouldn't want to?
won't?
will not be?
aren't planning to?
not thinking of?

etc.

Amazed you and SQL Server haven't knocked IBM Watson and Microsoft Cortana into a cocked hat.

[Cirrus]

Hit rate of about 75%, increasing to 85-90% correct routing

Interesting - everyone else thinks you can't do this in a simple way yet you seem to have cracked it. What was special about your situation, I wonder.