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| Acadêmico(a): Angélica Karize Viecelli |
| Título: Help Desk Inteligente |
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| Abstract: |
| This work aims to present a self-service tool to clients in a web system. The development of the prototype presented here enables the user to be able to perform the self-service through a search in a previously registered database of solutions, besides offering the option of registering new service. The prototype was developed through RBC techniques and rules; similarity, retrieval, adaptation and learning were applied. In the development of the prototype, the programming language chosen was PHP 5.6.7, the integrated development environment was NetBeans. IDE 8.1 and for the development of diagrams, the tool chosen was free Astah Professional 7.2.0 / 1ff236 (Evaluation) version 37. As a framework for the development of the web interface Bootstrap was used and as a database management system MySQLi was used. The prototype presented adequate results to what was proposed, demonstrating the possibility of offering self-service and generating a knowledge base for clients and analysts. |
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