Unapređenje savremenih helpdesk poslovnih sistema primenom naprednih inteligentnih softverskih alata
Author
Milićević, Vladimir L.
Mentor
Milovanović, Slavoljub
Committee members
Stankić, Rade
Radović, Ognjen

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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.