Unapređenje savremenih helpdesk poslovnih sistema primenom naprednih inteligentnih softverskih alata

Abstract

In today's business environment, the application of modern ICT technologies is crucial for each participant in the global market. Together with the products and services, the software solutions used for supporting businesses are becoming more and more complex. Therefore, modern tools and techniques for software development require constant expansion with the aim of designing and developing software solutions that will fully satisfy current customer requirements and give companies a strategic advantage in the market. The dissertation identifies the insurance industry as the key market place where these systems can be fully applied. HelpDesk system, integrated into information systems of the insurance companies, contributes to a large extent to quality of products and services and increases the level of general satisfaction of employees and service users. For this purpose, tools and techniques for developing intelligent HelpDesk system have been identified through expansion of modern object-oriented technologies by tools that allow the dynamic manipulation of the new knowledge by information system. Two well-known aspect-oriented approaches have been tested and their dominant characteristics have been combined, thus creating an original unified approach that helped to achieve the intended goals of the dissertation. In the dissertation, the implementation of the HelpDesk system in synergy with intelligent programs has been especially considered. The work of such a system is fully automated and expertise is greatly shifted from a man to a computer. By choosing the optimal algorithm for searching a database of questions, HelpDesk system is equipped with a powerful tool – neural network, which fully enables the aforesaid software functionalities.