I am very new to this and have more entrepreneurial rather than machine-learning experience. I have 27K conversations in Gmail - the tech support channel for the SaaS system. I have this idea of building something that will suggest an answer to a new question a customer posts based on previous answers given to similar questions or provide a few suggested answers.

Extracting the first thread email and the consequent response is not a problem. Here is a typical request response.

Questions:

- is this project doable and what libraries/tools you would use?

- should I concentrate on extracting meaningful sentences from requests and responses as marked (1) and (2) in my example? I want to make this service generic and it seems a non-obvious problem in ML.

Thank you