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| Description
| - Významnou součástí bází znalostí pro linku technické podpory je databáze incidentů, které byly již v minulosti řešeny. Při reálném provozu těchto systémů je většina hlášených incidentů spojena s relativně malou množinou opakovaně se vyskytujících problémů a jejich řešení je tedy analogické. Je proto důležité tyto opakující problémy správně rozpoznat a jejich řešení zaznamenat. Informace o tom, že se incident vztahuje k problému, který je již popsán, může výrazně urychlit a zkvalitnit jeho řešení. Stačí totiž použít postup úspěšný v minulosti. Takovýto postup je znám jako Case Based Reasoning (CBR). Ne vždy je však ihned jasné o jaký problém nebo skupinu problémů se jedná. Je to způsobeno tím, že vnější projevy mohou být různé. Každý zákazník má svůj vlastní individuální způsob vyjadřování a ne vždy je schopen odlišit podstatné a podružné informace. Experti musí tedy na počátku stanovit charakteristiky, které jsou podstatné pro rozlišení jednotlivých incidentů a problémů. Úkolem obsluhy je vhodným dota (cs)
- An important part of knowledge-based systems for helpdesk is a database of incidents that were solved in the past. A major part of the reported incidents is related to relatively small sets of repeated problems. It is important that these repeated problems are correctly recognized and their solutions are stored. In order to solve the new incident we can use the experience of solving a similar previously reported problem. Such a process is known as Case Based Reasoning (CBR). In practice however, it is not always immediately clear what the problem is about. It is due to the fact that different customer may describe the same problem in a different way. In this paper we describe an application of the helpdesk system which is based on Formal Concept Analysis (FCA), and enables to find analogous incidents by using navigation within the concept lattice.
- An important part of knowledge-based systems for helpdesk is a database of incidents that were solved in the past. A major part of the reported incidents is related to relatively small sets of repeated problems. It is important that these repeated problems are correctly recognized and their solutions are stored. In order to solve the new incident we can use the experience of solving a similar previously reported problem. Such a process is known as Case Based Reasoning (CBR). In practice however, it is not always immediately clear what the problem is about. It is due to the fact that different customer may describe the same problem in a different way. In this paper we describe an application of the helpdesk system which is based on Formal Concept Analysis (FCA), and enables to find analogous incidents by using navigation within the concept lattice. (en)
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| Title
| - Navigation in Knowledge-Based System for Helpdesk Based on FCA
- Navigace v bázi znalostí pro for linku technické podpory založená na FCA (cs)
- Navigation in Knowledge-Based System for Helpdesk Based on FCA (en)
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| skos:prefLabel
| - Navigation in Knowledge-Based System for Helpdesk Based on FCA
- Navigace v bázi znalostí pro for linku technické podpory založená na FCA (cs)
- Navigation in Knowledge-Based System for Helpdesk Based on FCA (en)
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| skos:notation
| - RIV/61989592:15310/07:00003607!RIV08-AV0-15310___
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| http://linked.open.../vavai/riv/strany
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| http://linked.open...avai/riv/aktivita
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| http://linked.open...avai/riv/aktivity
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| http://linked.open...iv/cisloPeriodika
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| http://linked.open...vai/riv/dodaniDat
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| http://linked.open...aciTvurceVysledku
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| http://linked.open.../riv/druhVysledku
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| http://linked.open...iv/duvernostUdaju
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| http://linked.open...titaPredkladatele
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| http://linked.open...dnocenehoVysledku
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| http://linked.open...ai/riv/idVysledku
| - RIV/61989592:15310/07:00003607
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| http://linked.open...riv/jazykVysledku
| |
| http://linked.open.../riv/klicovaSlova
| - Formal Concept Analysis; Knowledge-Based Systems; Case Based Reasoning; Helpdesk (en)
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| http://linked.open.../riv/klicoveSlovo
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| http://linked.open...odStatuVydavatele
| - DE - Spolková republika Německo
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| http://linked.open...ontrolniKodProRIV
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| http://linked.open...i/riv/nazevZdroje
| - Lecture Notes in Computer Science
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| http://linked.open...in/vavai/riv/obor
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| http://linked.open...ichTvurcuVysledku
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| http://linked.open...cetTvurcuVysledku
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| http://linked.open...vavai/riv/projekt
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| http://linked.open...UplatneniVysledku
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| http://linked.open...v/svazekPeriodika
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| http://linked.open...iv/tvurceVysledku
| - Sklenář, Vladimír
- Radvanský, Martin
- Dobeš, Michal
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| issn
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| number of pages
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| http://localhost/t...ganizacniJednotka
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| is http://linked.open...avai/riv/vysledek
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