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An Intelligent Help-Desk Framework for Effective Troubleshooting

Authors:
Miguel Ángel Leal Leal
Antonio Martín-Montes
Jorge Ropero
Julio Barbancho
Carlos León

Keywords: Based Reasoning; Helpdesk; Artificial Intelligence; Fuzzy Logic; Ontology.

Abstract:
Nowadays, technological infrastructure require an intelligent virtual environment based on decision processes. These processes allow the coordination of individual elements and the tasks that connect them. Thus, incident resolution must be efficient and effective to achieve maximum productivity. In this paper, we present the design and implementation of an intelligent decision-support system applied in technology infrastructure at the University of Seville (Spain). We have used a Case Based Reasoning (CBR) methodology and an ontology to develop an intelligent system for supporting expert diagnosis and intelligent management of incidents. This is an innovative and interdisciplinary approach to knowledge management in problem-solving processes that are related to environmental issues. Our system provides an automatic semantic indexing for the generation of question-answer pairs, a case-based reasoning technique for finding similar questions, and an integration of external information sources via ontologies. A real ontology-based question-answer platform named ExpertSOS is presented as a proof of concept. The intelligent diagnosis platform is able to identify and isolate the most likely cause of infrastructure failure in case of a faulty operation.

Pages: 98 to 103

Copyright: Copyright (c) IARIA, 2017

Publication date: July 23, 2017

Published in: conference

ISSN: 2308-4065

ISBN: 978-1-61208-576-0

Location: Nice, France

Dates: from July 23, 2017 to July 27, 2017