Presentation 2019-07-12
Development of Q&A Recommendation System for Network Support Center by Machine Learning
Shinji Yamashita, Yuji Kojima, Yasuhiko Aoki, Hiroyuki Uehara, Manabu Wakao, Masao Hayashi,
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Abstract(in Japanese) (See Japanese page)
Abstract(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)
Keyword(in English) AI / Machine Learning / Text Mining / BoW / Doc2Vec / Network Support Center
Paper # ICM2019-17
Date of Issue 2019-07-04 (ICM)

Conference Information
Committee ICM
Conference Date 2019/7/11(2days)
Place (in Japanese) (See Japanese page)
Place (in English)
Topics (in Japanese) (See Japanese page)
Topics (in English)
Chair Kiyohito Yoshihara(KDDI Research)
Vice Chair Takumi Miyoshi(Shibaura Inst. of Tech.) / Yoichi Sato(NEC)
Secretary Takumi Miyoshi(NTT) / Yoichi Sato(NTT)
Assistant Hiroki Nakayama(BOSCO Technologies)

Paper Information
Registration To Technical Committee on Information and Communication Management
Language JPN
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)
Date 2019-07-12
Paper # ICM2019-17
Volume (vol) vol.119
Number (no) ICM-111
Page pp.pp.65-70(ICM),
#Pages 6
Date of Issue 2019-07-04 (ICM)