Multi-domain case-based module for customer support

Authors:
Stella Heras;Juan Ángel García-Pardo;Rafael Ramos-Garijo;Alberto Palomares;Vicente Botti;Miguel Rebollo;Vicente Julián
Affiliations:
Information Systems and Computing Department, Universidad Politécnica de Valencia, Camino de Vera s/n. 46022 Valencia, Spain;Information Systems and Computing Department, Universidad Politécnica de Valencia, Camino de Vera s/n. 46022 Valencia, Spain;Information Systems and Computing Department, Universidad Politécnica de Valencia, Camino de Vera s/n. 46022 Valencia, Spain;TISSAT S.A., Parque Tecnológico, Av. Leonardo Da Vinci, 5, 46980 Paterna - Valencia, Spain;Information Systems and Computing Department, Universidad Politécnica de Valencia, Camino de Vera s/n. 46022 Valencia, Spain;Information Systems and Computing Department, Universidad Politécnica de Valencia, Camino de Vera s/n. 46022 Valencia, Spain;Information Systems and Computing Department, Universidad Politécnica de Valencia, Camino de Vera s/n. 46022 Valencia, Spain
Venue:
Expert Systems with Applications: An International Journal
Year:
2009

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Abstract

Technology management centres provide technological and customer support services for private or public organisations. Commonly, these centres offer support by using a helpdesk software that facilitates the work of their operators. In this paper, a CBR module that acts as a solution recommender for customer support environments is presented. The CBR module is flexible and multi-domain, in order to be easily integrable with any existing helpdesk software in the company.