Analysis of word networks based on titles extracted from a service system

• Jansen Souza Federal University of Paraíba
• Daniel Lyra Federal University of Paraíba
• Julianne Cavalcanti Federal University of Paraíba
• Rivaldo Simão Federal University of Paraíba
• Zenildo Cézar Federal University of Paraíba
• Alexandre N. Duarte Federal University of Paraíba
• Alisson V. Brito Federal University of Paraíba

Abstract

Social networks Analysis (SNA) has been a topic of interest for many researches in last years. These networks can be established from the relation between people or the relation of information that can be analyzed in order to assist decision-making. The purpose of this article is to describe and analyze semantic networks constructed from the keywords present in trouble tickets titles submitted by users of a customer service system (Help Desk). Applying SNA techniques to an instance of this semantic network allowing the identification of the most common problems and facilitating the troubleshooting process.

Keywords: Word Networks, Service System, Social Network Analysis

References

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