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| Acadêmico(a): André Campestrini |
| Título: Sistema para help desk utilizando raciocínio baseado em casos e text mining |
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| Abstract: |
| The objective of this paper was to develop an application to open, track and manage tickets from the help desk at Guia Fácil. Using techniques such as case based reasoning and document classification, users are able to search for similar cases and find possible solutions for any given case faster. The programming language the application is written in is PHP, and the database system used is MySQL. It runs in a web environment. After implementing the application, it is possible to store known solutions for the cases, evaluate user’s satisfaction about the service and track all tickets, thus increasing the service’s overall quality and versatility. |
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