The Study of Using Intelligent System to Classify Applied Information System End-user Queries and Problems

碩士 === 大同大學 === 資訊工程學系(所) === 97 === Taiwanese enterprises were forced to relocate their manufacturing bases to regions where provide cheaper labor such as the neighboring areas in China and other Southeast Asian countries. To improve resource utilization and to cut service-resolution times, we have...

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Main Authors: Tzong-Ping Wang, 王宗屏
Other Authors: Yo-Ping Huang
Format: Others
Language:zh-TW
Published: 2009
Online Access:http://ndltd.ncl.edu.tw/handle/63270303769853667624
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spelling ndltd-TW-097TTU053920142015-10-13T14:49:19Z http://ndltd.ncl.edu.tw/handle/63270303769853667624 The Study of Using Intelligent System to Classify Applied Information System End-user Queries and Problems 智慧型系統於應用資訊系統使用者問題分類之研究 Tzong-Ping Wang 王宗屏 碩士 大同大學 資訊工程學系(所) 97 Taiwanese enterprises were forced to relocate their manufacturing bases to regions where provide cheaper labor such as the neighboring areas in China and other Southeast Asian countries. To improve resource utilization and to cut service-resolution times, we have to train local area employees to maintain information system and train them to be call center contact window. According to the high departee rate of employees, it is very difficult to train new member to realize the whole system within a short time. So, how to let call center IT members promptly understand the nature and severity of end-users queries become the top problem to be solved. In this thesis, the training data were collected from a company in 2007~2008. By utilizing the learning capability of back-propagation neural networks, we can predict the cause of the reason. We also apply the decision tree method to extracting the more influential factor for classification. The extracted factors are then become the inputs of back-propagation network to classify end-user queries and problems. Not only the simulation results are provided, but also a detailed discussion about the false prediction is given. The present work can be used as a reference for analyzing the reason of end-user queries and help call center members to solve the problem by self service. Yo-Ping Huang Shang-Lin Hsieh 黃有評 謝尚琳 2009 學位論文 ; thesis 65 zh-TW
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description 碩士 === 大同大學 === 資訊工程學系(所) === 97 === Taiwanese enterprises were forced to relocate their manufacturing bases to regions where provide cheaper labor such as the neighboring areas in China and other Southeast Asian countries. To improve resource utilization and to cut service-resolution times, we have to train local area employees to maintain information system and train them to be call center contact window. According to the high departee rate of employees, it is very difficult to train new member to realize the whole system within a short time. So, how to let call center IT members promptly understand the nature and severity of end-users queries become the top problem to be solved. In this thesis, the training data were collected from a company in 2007~2008. By utilizing the learning capability of back-propagation neural networks, we can predict the cause of the reason. We also apply the decision tree method to extracting the more influential factor for classification. The extracted factors are then become the inputs of back-propagation network to classify end-user queries and problems. Not only the simulation results are provided, but also a detailed discussion about the false prediction is given. The present work can be used as a reference for analyzing the reason of end-user queries and help call center members to solve the problem by self service.
author2 Yo-Ping Huang
author_facet Yo-Ping Huang
Tzong-Ping Wang
王宗屏
author Tzong-Ping Wang
王宗屏
spellingShingle Tzong-Ping Wang
王宗屏
The Study of Using Intelligent System to Classify Applied Information System End-user Queries and Problems
author_sort Tzong-Ping Wang
title The Study of Using Intelligent System to Classify Applied Information System End-user Queries and Problems
title_short The Study of Using Intelligent System to Classify Applied Information System End-user Queries and Problems
title_full The Study of Using Intelligent System to Classify Applied Information System End-user Queries and Problems
title_fullStr The Study of Using Intelligent System to Classify Applied Information System End-user Queries and Problems
title_full_unstemmed The Study of Using Intelligent System to Classify Applied Information System End-user Queries and Problems
title_sort study of using intelligent system to classify applied information system end-user queries and problems
publishDate 2009
url http://ndltd.ncl.edu.tw/handle/63270303769853667624
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