0
50
100
150
Student name:
DafnaSivan
Advisor name: Dr.
NetaRabin
2014
---
2
Department
:
Industrial Engineering
andManagement
Datamining in technical support system for identifying
customer behavior patternsandproduct design
Method –Amachine learning algorithm
Chosen algorithm –Diffusion Maps
• Builds anon-linear distancematrix between pairs of tickets.
• Used the eigenvectors of thematrix as newaxis for the data.
2
||
||
(
,
)
i
j
ticket ticket
i
j
dist ticket ticket
e
ε
− −
=
Ticket
i
Service
Separatebetween
complexand
simple tickets
Predict process
time for new
tickets
Data
Preservethe
original data
structure
Reducedata
dimensionality
Complex tickets prediction
Color by
plan
(top)
Color by
priority
(bottom)
DiffusionMaps
PCA
Test set success%
Ticketscolored byprocess time
Results
