Fuzzy-Set Based Information Retrieval for Advanced Help Desk

Piccinelli, Giacomo ; Casassa Mont, Marco

HP Development Company

关键词: help desk;    fuzzy sets;    information retrieval;    customer support;   

RP-ID  :  HPL-98-65

学科分类：计算机科学（综合）

美国|英语

来源: HP Labs

【 摘 要 】

The effectiveness of a help desk system strongly depends on the ability to handle huge amounts of information. The precision of the information retrieval (IR) phase has a direct impact on both length and quality of the solution process and the improvement of precision is the focus of our research. Capitalizing on "type 2" fuzzy sets, we propose a keyword-based IR framework where relevance and confidence are explicitly modeled both in the system- user dialog and in the knowledge base management. Adaptivity features assure a constant evolution of the system knowledge and experiments prove that the proposed techniques actually improve the precision of the IR process. 12 Pages