Automation of Service Desk: Knowledge Management Perspective

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F46747885%3A24310%2F21%3A00008948" target="_blank" >RIV/46747885:24310/21:00008948 - isvavai.cz</a>

Result on the web

<a href="http://dx.doi.org/10.5220/0010693100003064" target="_blank" >http://dx.doi.org/10.5220/0010693100003064</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.5220/0010693100003064" target="_blank" >10.5220/0010693100003064</a>

Result language

angličtina

Original language name

Automation of Service Desk: Knowledge Management Perspective

Original language description

In the current times, the need for quality and effective service support technologies is high. We can achieve good IT service operations that support good knowledge management practices by employing automation techniques and methods to the Service Desk systems. In our position paper, we look at the literature regarding Service Desk automation in relation to knowledge management. We then propose a theoretical model of Automatized Service Desk Systems that uses several techniques to help and automatize the process of user request resolution. Our proposed system employs text mining techniques, a virtual agent, an expert system, a customer intent detector, and a ticketing system.

Czech name

—

Czech description

—

Type

D - Article in proceedings

CEP classification

—

OECD FORD branch

10201 - Computer sciences, information science, bioinformathics (hardware development to be 2.2, social aspect to be 5.8)

Project

—

Continuities

S - Specificky vyzkum na vysokych skolach

Publication year

2021

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection

Proceedings of the 13th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 3: KMIS

ISBN

978-989-758-533-3

ISSN

2184-3228

e-ISSN

—

Number of pages

7

Pages from-to

204-210

Publisher name

—

Place of publication

—

Event location

online

Event date

Jan 1, 2021

Type of event by nationality

WRD - Celosvětová akce

UT code for WoS article

000796476100023