Ponencia
An Intelligent Help-Desk Framework for Effective Troubleshooting
Autor/es | Leal Díaz, Miguel Ángel
Martín Montes, Antonio Ropero Rodríguez, Jorge Barbancho Concejero, Julio León de Mora, Carlos |
Departamento | Universidad de Sevilla. Departamento de Tecnología Electrónica |
Fecha de publicación | 2017 |
Fecha de depósito | 2022-01-31 |
Publicado en |
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ISBN/ISSN | 978-1-61208-576-0 |
Resumen | Nowadays, technological infrastructure requires an
intelligent virtual environment based on decision processes.
These processes allow the coordination of individual elements
and the tasks that connect them. Thus, incident ... Nowadays, technological infrastructure requires 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 generating 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. |
Cita | Leal Díaz, M.Á., Martín Montes, A., Ropero Rodríguez, J., Barbancho Concejero, J. y León de Mora, C. (2017). An Intelligent Help-Desk Framework for Effective Troubleshooting. En INTELLI 2017: Sixth International Conference on Intelligent Systems and Applications (98-103), Nice, France: International Academy, Research, and Industry Association (IARIA). |
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