Paper Info
Title
Navigation in Knowledge-Based System for Helpdesk Based on FCA
Abstract
An important part of knowledge-based systems for helpdesk is a database of incidents that were solved in the past. A major part of the reported incidents is related to relatively small sets of repeated problems. It is important that these repeated problems are correctly recognized and their solutions are stored. In order to solve the new incident we can use the experience of solving a similar previously reported problem. Such a process is known as Case Based Reasoning (CBR). In practice however, it is not always immediately clear what the problem is about. It is due to the fact that different customer may describe the same problem in a different way. In this paper we describe an application of the helpdesk system which is based on Formal Concept Analysis (FCA), and enables to find analogous incidents by using navigation within the concept lattice.
Year
DOI
Venue
2007
10.1007/978-3-540-73681-3_44
ICCS
Keywords
Field
DocType
knowledge-based system,major part,repeated problem,reported incident,formal concept analysis,concept lattice,analogous incident,important part,helpdesk system,different customer,knowledge based systems,case based reasoning,knowledge based system,case base reasoning
Computer science,Knowledge-based systems,Artificial intelligence,Case-based reasoning,Formal concept analysis
Conference
Volume
ISSN
Citations 
4604
0302-9743
0
PageRank 
References 
Authors
0.34
2
3
Name
Order
Citations
PageRank
Vladimír Sklenář1868.97
Martin Radvanský2115.67
Michal Dobeš3171.43