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Authors: Michal Dostál and Jan Skrbek

Affiliation: Department of Informatics, Faculty of Economics, Technical University of Liberec, Czech Republic

Keyword(s): Service Desk, Automation, Knowledge Management.

Abstract: In the current times, the need for quality and effective service support technologies is high. We can achieve good IT service operations that support good knowledge management practices by employing automation techniques and methods to the Service Desk systems. In our position paper, we look at the literature regarding Service Desk automation in relation to knowledge management. We then propose a theoretical model of Automatized Service Desk Systems that uses several techniques to help and automatize the process of user request resolution. Our proposed system employs text mining techniques, a virtual agent, an expert system, a customer intent detector, and a ticketing system.

CC BY-NC-ND 4.0

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Paper citation in several formats:
Dostál, M. and Skrbek, J. (2021). Automation of Service Desk: Knowledge Management Perspective. In Proceedings of the 13th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (IC3K 2021) - KMIS; ISBN 978-989-758-533-3; ISSN 2184-3228, SciTePress, pages 204-210. DOI: 10.5220/0010693100003064

@conference{kmis21,
author={Michal Dostál. and Jan Skrbek.},
title={Automation of Service Desk: Knowledge Management Perspective},
booktitle={Proceedings of the 13th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (IC3K 2021) - KMIS},
year={2021},
pages={204-210},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010693100003064},
isbn={978-989-758-533-3},
issn={2184-3228},
}

TY - CONF

JO - Proceedings of the 13th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (IC3K 2021) - KMIS
TI - Automation of Service Desk: Knowledge Management Perspective
SN - 978-989-758-533-3
IS - 2184-3228
AU - Dostál, M.
AU - Skrbek, J.
PY - 2021
SP - 204
EP - 210
DO - 10.5220/0010693100003064
PB - SciTePress

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