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Anti-Spam

Cerb performs a simple statistical analysis of the contents of the first message on new tickets to predict whether a message is spam or not.

The predicted probability of being spam is stored as a spam score on the ticket.

By itself, this prediction has no effect on tickets. However, the computed score can be used by bots and workers to filter mail when desirable.

The spam predictions improve and adapt over time through training. When a worker replies to a client message, Cerb learns to be more approving of similar messages in the future.

When workers click the Report spam button on a ticket, Cerb becomes more critical of similar messages in the future.