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| Acadêmico(a): Carla Wilvert |
| Título: Sistema de Apoio a Help Desk utilizando Gestão do Conhecimento e Técnica de Raciocínio baseado em Casos |
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| Abstract: |
| This work proposes to develop a Help Desk support system, with the objective to ease and speed the services supplied by it, organizing the knowledge, showing similar sugestions and deploying statistics information taking as base the solutions given by Knowledge Management, more specifically the Case-Based Reasoning using the Nearest Neighbour method. This model was implemented in a pilot project at the support area of an Software Development Company located at the Vale do Itajaí Region, resulting in less total time to solve the calls, more calls attended in less time and lower cost to solve the ocurrences. |
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