Email has remained a principal form of communication among people, both in enterprise and social settings. With a deluge of emails crowding our mailboxes daily, there is a dire need of smart email systems that can recover important emails and make personalized recommendations. In this work, we study the problem of predicting user triage actions to incoming emails where we take the reply prediction as a working example. Different from existing methods, we formulate the triage action prediction as a recommendation problem and focus on the content-based approach, where the users are represented using the content of current and past emails. We also introduce additional similarity features to further explore the affinities between users and emails. Experiments on the publicly available Avocado email collection demonstrate the advantages of our proposed recommendation framework and our method is able to achieve better performance compared to the state-of-the-art deep recommendation methods. More importantly, we provide valuable insight into the effectiveness of different textual and user representations and show that traditional bag-of-words approaches, with the help from the similarity features, compete favorably with the more advanced neural embedding methods.
Personalized email prioritization through collaborative filtering has also been studied for broadcast emails @cite_13 , where the prediction is based on the feedback from a small subset of recipients of the same email. Despite showing great performance, the problem scope considered is rather limited. It can only be applied to emails sent to large number of recipients and can not perform the prediction on delivery time since it needs to wait for responses from some subset of the recipients. Therefore, it can not be applied to the general prediction problem including predictions for emails sent to limited number of recipients and time-sensitive situations.
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Email is one of the most important communication tools today, but email overload resulting from the large number of unimportant or irrelevant emails is causing trillion-level economy loss every year. Thus personalized email prioritization algorithms are of urgent need. Despite lots of previous effort on this topic, broadcast email, an important type of email, is overlooked in previous literature. Broadcast emails are significantly different from normal emails, introducing both new challenges and opportunities. On one hand, lack of real senders and limited user interactions invalidate the key features exploited by traditional email prioritization algorithms; on the other hand, thousands of receivers for one broadcast email bring us the opportunity to predict importance through collaborative filtering. However, broadcast emails face a severe cold-start problem which hinders the direct application of collaborative filtering. In this paper, we propose the first framework for broadcast email prioritization by designing a novel active learning model that considers the collaborative filtering, implicit feedback and time sensitive responsiveness features of broadcast emails. Our method is thoroughly evaluated on a large scale real world industrial dataset from Samsung Electronics. Our method is proved highly effective and outperforms state-of-the-art personalized email prioritization methods.