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| Acadêmico(a): Rodrigo Rafael Barbosa |
| Título: Aplicação de uma FAQ baseada em Técnicas RBC no Suporte aos Clientes da Empresa Edusoft Tecnologia Ltda |
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| Abstract: |
| This work was developed for the support area of Technology Ltda. enterprise and presents a system that searches for ideal solutions comparing with the doubts of the attendant when facing a new request. This system is based on techniques of Case Based Reasoning (RBC), more precisely the technique of local similarity, where it is applied a series of comparison among the attendant doubt and the earlier solutions that are stored in an external database, in order to present the best results and pass to the client a correct answer. It is fundamental that in the support area that there is agility in the care so that the clients feel satisfied with the service. Considering this situation it is justified the development of a tool that automates the process. By using the RBC, database SQL Server and PHP language, it was developed an application capable of researching solutions more precisely, thereby providing a biggest number of situations solved in a lower time. As a result there was flexibility in the search and the accuracy of the information by presenting the percentage of similarity between the current and past cases, making it efficient service. |
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