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| Acadêmico(a): Janira Wehrmeister |
| Título: Sistema de Conhecimento em Help Desk utilizando Raciocínio baseado em Casos para Apoio aos Clientes e Consultores de Softhouse na Web |
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| Abstract: |
This work consists in the implementation of a knowledgebase system to customers and consultants in order to facilitate the clarification of issues that generate significant doubts to users of the system, and thus having similar situations, using Reasoning Based on Cases (RBC). The RBC is a technique used for knowledge representation and solutions to similar problems. The developed system allows the sharing of such information, thereby reducing the use of technical support group of Senior Systems Company Ltd. for this purpose, and improving this service quality for clients and consultants.
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