Service Desk Case Study

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International Conference on Innovations in Computer Science & Engineering A Concept-based Model for Query Management in Service Desks Veena Ga, Aparna Shaji Peterb, Anitha Rajkumari Kc, Neeraj Ramanand Department of Computer Science and Applications, Amrita Vishwa Vidyapeetham. Abstract Thousands of email queries are often received by help desks of large organizations nowadays. It is a cumbersome and time-consuming task to manage these emails manually. Also, the support-staff who initially answers the query may not always be technically sound to do this themselves. In that case, they forward the queries to higher authorities, unnecessarily wasting their precious time. A large amount of time and human effort is being wasted for this manual classification…show more content…
These service desks are the primary access points of users to the concerned organization. Effective management of user queries at service desks leads to high user satisfaction, which helps in minimizing the churn rate. At the same time, incompetent service desk management can lead to high user dissatisfaction. Also, this can cause pointless wastage of time and resources. That is why constructive query management in service desks becomes a major concern. Most of the service desk management systems follow a query-response model. The query, in most cases is in the form of email text. User sends a query, the concerned staffs at service desk reads it and he may forward it to the person handling that particular type of queries. In most of the service desks, this classification is done manually. Manual classification has several…show more content…
The paper in reference [3] discusses in detail about Naïve Bayes classifier. i.e., when Naïve Bayes does work well and when it does not. Particularly, the paper demonstrates that Naive Naïve works best when the features are completely independent. In our case, Naïve Bayes will not be a better option because it does not consider the semantic relationship among features. Paper [2] discusses in detail about the challenges in managing Help Desks and the application of knowledge management techniques in help desk management. They also use an ontology based approach. The advantage of our system is that we use a concept-based, semantic technique for service desk query management. Vector Space Model is an algebraic model, which was the most widely used model for representing text data, as in [4]. Here, each text document is represented as a vector. The presence or absence of a feature, or even the term weights can be represented using this model. Vector Space Model also doesn‟t consider the semantic relationships between attributes, which is very important in the email classification

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