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Paper Abstract and Keywords
Presentation 2019-07-12 09:50
Development of Q&A Recommendation System for Network Support Center by Machine Learning
Shinji Yamashita (Fujitsu Lab.), Yuji Kojima, Yasuhiko Aoki (Fujitsu), Hiroyuki Uehara (Fujitsu Network Solutions), Manabu Wakao, Masao Hayashi (Fujitsu) ICM2019-17
Abstract (in Japanese) (See Japanese page) 
(in English) In case of failure in network equipment, operators in network support center analyze the root cause and answer to the user’s inquiry by e-mail including the result of the analysis and how to deal with it. Since the number of the skilled operators who have dealt with those duties is decreasing, it is urgent to construct operation and support system that can make non-skilled operators offer stable support continuously ike skilled operators. In order to meet the requirement, we have adopted machine learning technique to the knowledge like Q&A e-mails accumulated in the database of network support center, and developed the system to recommend appropriate answer to the question from user. In this paper, we report on the objective of the system, design/implementation and the evaluation results.
Keyword (in Japanese) (See Japanese page) 
(in English) AI / Machine Learning / Text Mining / BoW / Doc2Vec / Network Support Center / /  
Reference Info. IEICE Tech. Rep., vol. 119, no. 111, ICM2019-17, pp. 65-70, July 2019.
Paper # ICM2019-17 
Date of Issue 2019-07-04 (ICM) 
ISSN Print edition: ISSN 0913-5685  Online edition: ISSN 2432-6380
All rights are reserved and no part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without permission in writing from the publisher. Notwithstanding, instructors are permitted to photocopy isolated articles for noncommercial classroom use without fee. (License No.: 10GA0019/12GB0052/13GB0056/17GB0034/18GB0034)
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Conference Information
Committee ICM  
Conference Date 2019-07-11 - 2019-07-12 
Place (in Japanese) (See Japanese page) 
Place (in English)  
Topics (in Japanese) (See Japanese page) 
Topics (in English)  
Paper Information
Registration To ICM 
Conference Code 2019-07-ICM 
Language Japanese 
Title (in Japanese) (See Japanese page) 
Sub Title (in Japanese) (See Japanese page) 
Title (in English) Development of Q&A Recommendation System for Network Support Center by Machine Learning 
Sub Title (in English)  
Keyword(1) AI  
Keyword(2) Machine Learning  
Keyword(3) Text Mining  
Keyword(4) BoW  
Keyword(5) Doc2Vec  
Keyword(6) Network Support Center  
1st Author's Name Shinji Yamashita  
1st Author's Affiliation Fujitsu Laboratories (Fujitsu Lab.)
2nd Author's Name Yuji Kojima  
2nd Author's Affiliation Fujitsu (Fujitsu)
3rd Author's Name Yasuhiko Aoki  
3rd Author's Affiliation Fujitsu (Fujitsu)
4th Author's Name Hiroyuki Uehara  
4th Author's Affiliation Fujitsu Network Solutions (Fujitsu Network Solutions)
5th Author's Name Manabu Wakao  
5th Author's Affiliation Fujitsu (Fujitsu)
6th Author's Name Masao Hayashi  
6th Author's Affiliation Fujitsu (Fujitsu)
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Date Time 2019-07-12 09:50:00 
Presentation Time 25 
Registration for ICM 
Paper # IEICE-ICM2019-17 
Volume (vol) IEICE-119 
Number (no) no.111 
Page pp.65-70 
#Pages IEICE-6 
Date of Issue IEICE-ICM-2019-07-04 

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