Analysis of Information Retrieval in Call Center Documents - Case Study in Computer Solutions Bases
Abstract
Call Centers aim to be more productive by performing a standard service for its customers. In order to accomplish this goal, it is used procedures, which contains a set of likely solutions. It must be stressed that the current engine uses a simplified Boolean model, and left the systems less consistent e slow with the Call Center needs. This research aims to figure out which information retrieval methods, e.g., vector or probabilistic, have better performance in a search engine.
Keywords:
Recuperação da Informação, Okapi BM25, Similaridade baseada em cosseno, Central de Atendimento
References
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Anrdt, J. E Dibbern, J. Co-Innovation in a Service Oriented Strategic Network. IEEE International Conference on Services Computing, 2006.SCC '06. , p. 285 - 288. 2006.
Barbosa, O. Santos, R.; Alves, C.; Werner, C. e Jansen, S. Chapter 4: A systematic mapping study on software ecosystems from a three-dimensional perspective. Software Ecosystems: Analyzing and Managing Business Networks in the Software Industry. Edward Elgar Publishing, 2013.
Berger, T., Pfeiffer, R. H., Tartler, R., Dienst, S., Czarnecki, K., Wąsowski, A. e She, S. Variability mechanisms in 56(11), 1520-1535. 2014.
Bosch J. 2012. Software ecosystems: Taking software development beyond the boundaries of the organization. J. Syst. Softw. 85, 7 (July 2012), 1453-1454.
Brodo, J. A. Today's Ecosystem of e-Learning. Trainer Talk, Professional Society for Sales & Marketing Training, Vol. 3, No 4, 2006.
Chang, V. e Gutl, C. E-Learning Ecosystem (ELES) – A Holistic Approach for the Development of more Effective Learning Environment for Small-to-Medium Sized Enterprises (SMEs), Proc. of IEEE Int. Digital EcoSystems Tech. Conf. (IEEE-DEST 2007), Cairns, Australia. 2007.
Cowley, J., Chanley, S., Downes, S., Holstrom, L., Ressel, D., Siemens, G. &Weisburgh, M. Preparing Students for Elearning, E-learnspace, 2002.
Diniz, H., Silva E., Gama, K. Uma Arquitetura de Referência para Plataforma de Crowdsensing em Smart Cities. XI Brazilian Symposium on Information System, Goiânia, GO, May 26-29, 2015.
Docebo: E-Learning Market Trends & Forecast 2014-2016. Acesso em 07 de janeiro de 2015. Docebo: https://www.docebo.com/landing/learning-managementsystem/elearning-market-trends-and-forecast-2014-2016-docebo-report.php, 2014.
Dodero, J.M.; Palomo-Duarte, M.; Ruiz-Rube, I.; Traverso, I.; Mota, J.M.; Balderas, A., "Learning Technologies and Semantic Integration of Learning Resources," in IEEE Revista Iberoamericana de Tecnologias del Aprendizaje, vol.10, no.1, pp.11-16, Feb. 2015.
Dong, B., Zheng, Q., Yang, J., Li, H. &Qiao, M.An ELearning Ecosystem Based on Cloud Computing Infrastructure, Advanced Learning Technologies, 2009. ICALT 2009. Ninth IEEE Inter. Conf. on.pp.125, 127. 2009.
Dowries, S. Models for Sustainable Open Educational Resources. Interdisciplinary Journal of Knowledge and Learning Objects, 3, 29–44. 2007
Dresch, A.; Lacerda, D.; Antunes Jr, Design Science Research: A Method for Science and Technology Advancement. Springer International Publishing, 2015.
Fragoso, O. G., Santaolaya, R., Munoz, S. J., Valenzuela, B. D., e Rojas, J. C. In Central America and Panama Convention Integration of learning Web services into learning management systems (CONCAPAN XXXIV). IEEE (pp. 1-6). 2014.
Gutiérrez-Carreón, G. Daradoumis, T. e Jorba, J. Integrating Learning Services in the Cloud: An Approach that Benefits Both Systems and Learning. Educational Technology & Society, 18(1), 145–157. 2015.
Gutl, C. & Chang, V. The use of Web 2.0 Technologies and Services to support E-Learning Ecosystem to develop more effective Learning Environments. ICDEM 2008, Tiruchirappalli, India. 2008.
Hruska, M.; Medford., A; Murphy, J. (2015). Learning Ecosystems Using the Generalized Intelligent Framework for Tutoring (GIFT) and the Experience API (xAPI). AIED 2015 Workshop Proceedings, Vol. 6. 2015.
Jensen, S.; Finkelstein, A.; Brinkkemper, S.A sense of community: A research agenda for software ecosystems. In: 31st Inter. Conf. on Software Engineering – Companion Volume, 2009. ICSE-Companion 2009, pp. 187–190.
Laanpere, M., Põldoja, H., & Normak, P. Designing Dippler—a Next-Generation TEL System. In Open and Social Technologies for Networked Learning (pp. 91-100). Springer Berlin Heidelberg. 2013.
Leong, Peter e Miao, Chunyan. Ubiquitous digital ELearning ecosystem. In: Digital Ecosystems and Technologies, 2008. DEST 2008. 2nd IEEE International Conferenceon. IEEE, 2008. p. 346-351.
Lettner, D.; Angerer, F.; Prähofer, H. e Grünbacher, P.; A case studyon software ecosystemcharacteristics in industrial automation software. In Proceedings of the 2014 International Conference on Software and System Process (ICSSP 2014). ACM, New York, NY, USA, 40-49. 2014.
Marinos, A.; Moschoyiannis, S.; KRAUSE, P. Towards a restful infrastructure for digital ecosystems. International Journal of Electronic Business, v. 9, n. 5-6, p. 484-498, 2011.
Nars, M. & Ouf, S. An Ecosystem in e-Learning using cloud computing as platform and Web2.0. The Research Bulletin of Jordan ACM,p. 134–140, NEA. 2011.
Olinpo, G., Persico, D., Sarti, L., &Tavella, M. On the concept of database of multimedia learning material. In: Proc. of World Conference on Computers and Education, Amsterdam, Australia, 1990, Northern Holland, pp 431-436.
Petterson, O. Software ecosystems and e-Learning: recent developments and future prospects. MEDES '09: Int. ACM Conf. on Manag. of Emergent Digital EcoSystems, 2009.
Ensino superior registra mais 7,3 milhões de estudantes. 2014. Acessado em 19 de dezembro de 2015. Portal Brasil: http://www.brasil.gov.br/educacao/2014/09/ensino-superiorregistra-mais-de-7-3-milhoes-de-estudantes.
Serrano, M., Serrano, M. Cavalcante, C. Arquitetura de Software de Referência para Sistemas de Informação Governamentais. XI Brazilian Symposium on Information System, Goiânia, GO, May 26-29, 2015.
Veiga, W.; Campos, F.; Braga, R.; David, J. M. LUDOS: uma Infraestrutura para Gamificação em Ecossistemas de Elearning. Anais do XXVI Simpósio Brasileiro de Informática na Educação (SBIE 2015). p. 459-469.
Weller, M. Virtual learning environments: Using, choosing and developing your VLE. Routledge, 2007.
Wholin, C.; Runeson, P.; Host, M.; Ohlsson, M. Regnell, B. e Wesslén, A.Experimentation in Software Engineering. Springer Berlin Heidelberg, 2012.
Wilkinson, D. The Intersection of Learning Architecture and Instructional Design in e-Learning. e-Technologies in Engineering Education: Learning Outcomes Providing Future Possibilities. ECI Symposium Series, 2002.
Published
2016-05-17
How to Cite
GASPAR, Leandro dos Santos; BERNARDINI, Flávia Cristina; WEITZEL, Leila.
Analysis of Information Retrieval in Call Center Documents - Case Study in Computer Solutions Bases. In: BRAZILIAN SYMPOSIUM ON INFORMATION SYSTEMS (SBSI), 12. , 2016, Florianópolis.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2016
.
p. 041-044.
DOI: https://doi.org/10.5753/sbsi.2016.6013.
