A Concept-Based Model for Query Management in Service Desks

摘要

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 and query management process. So, in this paper, we propose a new concept-based semantic classification technique to automatically classify the help desk queries into multiple categories. Our system also proposes an approach for retrieving powerful information related to the queries. In our work, the dataset is represented using a graph model and the concept of ontology is used for representing semantics of data.