Implementation of case-based reasoning in help desk system

With evolving of the days, help desk service has become important in a company or an organization as it exists to provide customers or end users with information and support regarding to a company’s or organization’s products and service. Generally, customers will contact the help desk of related is...

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Main Author:	Tee, Shih Min
Format:	Undergraduates Project Papers
Language:	English
Published:	2019
Subjects:	QA75 Electronic computers. Computer science QA76 Computer software
Online Access:	http://umpir.ump.edu.my/id/eprint/27162/ http://umpir.ump.edu.my/id/eprint/27162/ http://umpir.ump.edu.my/id/eprint/27162/1/Implementation%20of%20case-based%20reasoning%20in%20help%20desk.pdf

id	ump-27162
recordtype	eprints
spelling	ump-271622019-12-30T09:03:50Z http://umpir.ump.edu.my/id/eprint/27162/ Implementation of case-based reasoning in help desk system Tee, Shih Min QA75 Electronic computers. Computer science QA76 Computer software With evolving of the days, help desk service has become important in a company or an organization as it exists to provide customers or end users with information and support regarding to a company’s or organization’s products and service. Generally, customers will contact the help desk of related issues when they require assistance on providing solution or information to their problem. This leads to existing of help desk system in order to help the help desk personnel respond to customers’ issues or questions more efficiently because of the time consuming when solving the customers’ problem using traditional help desk. Besides of time consuming when solving customers’ problem, the personnel also faced inherently knowledge problem during help desk operation and difficulty in assessing abundant case data without a systematic system. The aim of this research is to design and develop a Help Desk System used by tourism sector by applying Case-based Reasoning (CBR) algorithm. To achieve this aim, CBR algorithm will be studied and implemented in the help desk system to assist the travel agent provide recommendation to customers on selecting the hotel to stay based on customers’ requirements. NetBeans and dataset about travelling retrieved from Open Source Development Network is used for designing and developing the model of the Help Desk System. Moreover, the system model will be tested by several experiments to evaluate its performance. Technicians apply CBR technique to solve a given problem by retrieving the precedent similar cases that are stored into the case library. In my system, it consists of the following steps which are case representation and storage, case matching and retrieval. This research will focus on the case matching and retrieval phase of CBR technique. The methodology being used is the similarity measurement. The result of the testing will be case ID, hotel, price and its calculated similarity. In conclusion, Case-based reasoning is an effective approach to problem solving and learning among the various domains. This is because CBR assists in reducing the effort and time required for knowledge acquisition and representation significantly. 2019-01 Undergraduates Project Papers NonPeerReviewed pdf en http://umpir.ump.edu.my/id/eprint/27162/1/Implementation%20of%20case-based%20reasoning%20in%20help%20desk.pdf Tee, Shih Min (2019) Implementation of case-based reasoning in help desk system. Faculty of Computer System & Software Engineering, Universiti Malaysia Pahang. http://fypro.ump.edu.my/ethesis/index.php
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Malaysia Pahang
building	UMP Institutional Repository
collection	Online Access
language	English
topic	QA75 Electronic computers. Computer science QA76 Computer software
spellingShingle	QA75 Electronic computers. Computer science QA76 Computer software Tee, Shih Min Implementation of case-based reasoning in help desk system
description	With evolving of the days, help desk service has become important in a company or an organization as it exists to provide customers or end users with information and support regarding to a company’s or organization’s products and service. Generally, customers will contact the help desk of related issues when they require assistance on providing solution or information to their problem. This leads to existing of help desk system in order to help the help desk personnel respond to customers’ issues or questions more efficiently because of the time consuming when solving the customers’ problem using traditional help desk. Besides of time consuming when solving customers’ problem, the personnel also faced inherently knowledge problem during help desk operation and difficulty in assessing abundant case data without a systematic system. The aim of this research is to design and develop a Help Desk System used by tourism sector by applying Case-based Reasoning (CBR) algorithm. To achieve this aim, CBR algorithm will be studied and implemented in the help desk system to assist the travel agent provide recommendation to customers on selecting the hotel to stay based on customers’ requirements. NetBeans and dataset about travelling retrieved from Open Source Development Network is used for designing and developing the model of the Help Desk System. Moreover, the system model will be tested by several experiments to evaluate its performance. Technicians apply CBR technique to solve a given problem by retrieving the precedent similar cases that are stored into the case library. In my system, it consists of the following steps which are case representation and storage, case matching and retrieval. This research will focus on the case matching and retrieval phase of CBR technique. The methodology being used is the similarity measurement. The result of the testing will be case ID, hotel, price and its calculated similarity. In conclusion, Case-based reasoning is an effective approach to problem solving and learning among the various domains. This is because CBR assists in reducing the effort and time required for knowledge acquisition and representation significantly.
format	Undergraduates Project Papers
author	Tee, Shih Min
author_facet	Tee, Shih Min
author_sort	Tee, Shih Min
title	Implementation of case-based reasoning in help desk system
title_short	Implementation of case-based reasoning in help desk system
title_full	Implementation of case-based reasoning in help desk system
title_fullStr	Implementation of case-based reasoning in help desk system
title_full_unstemmed	Implementation of case-based reasoning in help desk system
title_sort	implementation of case-based reasoning in help desk system
publishDate	2019
url	http://umpir.ump.edu.my/id/eprint/27162/ http://umpir.ump.edu.my/id/eprint/27162/ http://umpir.ump.edu.my/id/eprint/27162/1/Implementation%20of%20case-based%20reasoning%20in%20help%20desk.pdf
first_indexed	2023-09-18T22:42:36Z
last_indexed	2023-09-18T22:42:36Z
_version_	1777417014998990848

Implementation of case-based reasoning in help desk system

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