Ontology-Based Document Mining System for IT Support Service

被引：2

作者：

Shanavas, Niloofer ^{[1
]}

Asokan, Shimmi ^{[1
]}

机构：

[1] Rajagiri Sch Engn & Technol, Dept Comp Sci & Engn, Kochi 682039, Kerala, India

来源：

PROCEEDINGS OF THE INTERNATIONAL CONFERENCE ON INFORMATION AND COMMUNICATION TECHNOLOGIES, ICICT 2014 | 2015年 / 46卷

关键词：

Semantic Retrieval; Case-based reasoning; Data Mining; IT problem management; IT support; Experience management;

D O I：

10.1016/j.procs.2015.02.028

中图分类号：

TP3 [计算技术、计算机技术];

学科分类号：

0812 ;

摘要：

Information Technology (IT) is a vital and an integral part of every organization. IT executives are constantly faced with problems that are difficult to tackle and time consuming. Experience is required to solve these problems easier and faster. We can utilize case-based reasoning (CBR), data mining and information retrieval (IR) techniques to automate IT problem solving and experience management. In this paper, we propose an IT ontology-based system for semantic retrieval that increases the efficiency and quality of IT support service. The proposed approach retrieves similar problem/solution pairs based on the concepts in the query and performs better than the traditional keyword-based approach especially in cases where the keywords of the relevant documents do not match the keywords in the query. (C) 2015 The Authors. Published by Elsevier B.V.

引用

页码：329 / 336

页数：8

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