2026-07-072026-07-07http://salesiana.dossiersoluciones.com/handle/123456789/30220Customer care in technical domains is increasingly based on e-mail communication, allowing for the reproduction of approved solutions. Identifying the customer's problem is often time-consuming, as the problem space changes if new products are launched. This paper describes a new approach to the classification of e-mail requests based on shallow text processing and machine learning techniques. It is implemented within an assistance system for call center agents that is used in a commercial setting.8 pages with 2 figuresComputation and LanguageI.2.6; I.2.7; I.7.5text