Project subsidized by the CDTI and supported by the Ministry of Economy and Competitiveness with aid co-financed by ERDF funds through the “Smart Growth Operational Programme 2014-2020” and CDTI's own funds.

Project objective

The overall goal of this project is to build a service platform that can be installed on top of the standard tools used by a HelpDesk service. This platform generates a knowledge base of the incidents handled by the helpdesk service, which can be easily accessed by technicians while they work.

A CBR system adds intelligence to the platform, locating the most similar cases to suggest possible solutions to a given incident, and also helping in task planning.

The entire system is distributed in a SaaS model, where the only real link to the corporate system is an ETL procedure that reads from its database to keep the platform up to date.

Research organizations

Research Group on Electronic Technology and Industrial Computing (TIC-150) of the University of Seville.

Supported by