Application of case-based reasoning in the support to the decision of a help DESK WEB SYSTEM

Authors

DOI:

https://doi.org/10.5965/2764747101022012001

Keywords:

MVC, JPA, Java, Web, decision support systems, artificial intelligence, case based reasoning

Abstract

This paper presents the development of a web help desk using the technique of artificial intelligence Case Based Reasoning (CBR). The system is applied in the field of technical help desk from a company developer of business automation applications. Using the Java programming language in conjunction with web development frameworks, the system was developed to assist in decision support technicians involved with customer service.

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Author Biographies

Diego Joel Pilger, Regional University of Blumenau, FURB, Brazil.

Graduate in Technology for Web Application Development at the Blumenau Regional University Foundation, FURB, Brazil.

Graduated in Information Systems at the Mackenzie Presbyterian University, UPM, Brazil.

Marcel Hugo, Regional University of Blumenau, FURB, Brazil.

Has a Master’s degree in Production Engineering from the Santa Catarina Federal University, UFSC, Brazil.

Bachelor in Computing Sciences at the Blumenau Regional University Foundation, FURB, Brazil.

Full Professor at the Blumenau Regional University Foundation, FURB, Brazil.

References

BARBOSA, Rodrigo Rafael. Aplicação de uma FAQ baseada em técnicas de RBC no suporte a decisão aos clientes da empresa EDUSOFT Tecnologia LTDA. Blumenau, 2012. Disponível em: <http://campeche.inf.furb.br/tccs/2012-I/TCC2012-1-16-VF-RodrigoRBarbosa.pdf>. Acesso em 02 Dez. 2012.

CAVALARI, Gabriel. O. T.; COSTA, Heitor. A. X. Modelagem e Desenvolvimento de um Sistema Help-Desk para a Prefeitura Municipal de Lavras - MG. Revista Facela. Curitiba, 2005. Disponível em: <http://revistas.facecla.com.br/index.php/reinfo/article/viewFile/158/50>. Acesso em: 02 Dez. 2012.

CORDEIRO, Gilliard. Aplicações Java para web com JSF e JPA. São Paulo: Casa do Código, 2012.

FERNANDES, Anita Maria da Rocha; GUCKERT, Richard Marthendal; MOREIRA, Daniela Souza; Aplicação de uma FAQ Baseada em RBC para Suporte a Usuários de um Sistema Web. Criciúma, 2010. Disponível em: <http://periodicos.unesc.net/index.php/sulcomp/article/download/281/289.pdf>. Acesso em: 02 Dez. 2012.

GOMES, Yuri Marx P. Java na Web com JSF, Spring, Hibernate e Netbeans 6. Rio de Janeiro: Ciência Moderna, 2008.

GONÇALVES, Edson. Desenvolvendo Aplicações Web com JSP, Servlets, JavaServer Faces, Hibernate, EJB 3 Persistence e Ajax. Rio de Janeiro: Ciência Moderna, 2007.

GONÇALVES, Edson. Dominando Java Server Faces e Facelets utilizando Spring 2.5, Hibernate e JPA. Rio de Janeiro: Ciência Moderna, 2008.

REZENDE, Solange Oliveira. Sistemas Inteligentes: Fundamentos e Aplicações. Barueri: Manole, 2003.

WANGENHEIM, Christiane Gresse Von, WANGENHEIM, Aldo Von. Raciocínio Baseado em Casos. Barueri: Manole, 2003.

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Published

2012-12-13

How to Cite

Pilger, D. J., & Hugo, M. (2012). Application of case-based reasoning in the support to the decision of a help DESK WEB SYSTEM. Revista Brasileira De Contabilidade E Gestão, 1(2), 01–09. https://doi.org/10.5965/2764747101022012001

Issue

Vol. 1 No. 2 (2012)

Section

Articles

License

Copyright (c) 2012 Diego Joel Pilger, Marcel Hugo

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

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