Student name:
DafnaSivan
Department
:
Industrial Engineering
andManagement
Advisor name: Dr.
NetaRabin
Datamining in technical support system for identifying
customer behavior patternsandproduct design
2014
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1
Project Description
Technical support systems accumulate large amount of data that is comprised of
customer inquiries regarding the company’s products and services. The main goal is to
optimize the service process and to be able to deduct business insights from the
customers tickets data.
Project Requirments
ProjectAddedValue
This model implementation in the service process will enable to automatically discover
commonproduct questions, technical issues and requested features.
Ticket
system
Technical support agent
Database
Excel file
Datamining
Algorithm
Producing insights
by administrative
level
Answer
customers
Export data
Decision
making
Customer
Internal number, name, email, type
Ticket
Serial number, status, priority, msgsubject
&body, tags
number of hops, initial response time
(min), agent waiting time (min), customer
waiting time (min),
total time to resolution (min)
Ticket structure
Service
Minimizeservice
processduration
Predict inadvance
complex tickets
Data
Saveall the
relevant ticket
information
Visualizationand
organizationof
thedata
