ExperTI: A Knowledge Based System for Intelligent Service Desks Using Free Text

  • Alejandro Bello
  • Andrés Melgar
  • Daniel Pizarro
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 721)


When many users consult service desks simultaneously, these typically saturate. This causes the customer attention to be delayed more than usual. To increase the amount of human agents is a costly process for organizations. All this has motivated the design of a knowledge-based system that automatically assists both customers and human agents at the service desk. Web technology was used to enable clients to communicate with a software agent via chat. Techniques of Natural Language Processing were used for the software agent to understand the customer requests. The domain knowledge used by the software agent to understand customer requests has been codified in an ontology. A rule-based expert system (ES) was designed to perform the diagnostic task. This paper presents a knowledge-based system allowing client to communicate with the service desk through a chat system using free text. Evaluations conducted with users have shown an improvement in the attention of service desks when the software developed is used.


Service desks Expert systems Natural language processing Free text Ontologies 



The authors wishes to thank to The National Program of Innovation for Competitiveness and Productivity (Innóvate Perú) (, who is the government agency that funded this project with INFOBOX LATINOAMERICA SAC Company technology solutions.


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Copyright information

© Springer International Publishing AG 2018

Authors and Affiliations

  • Alejandro Bello
    • 1
  • Andrés Melgar
    • 1
    • 2
  • Daniel Pizarro
    • 3
  1. 1.Sección de Ingeniería Informática, Departamento de IngenieríaPontificia Universidad Católica del PerúLimaPeru
  2. 2.Grupo de Reconocimiento de Patrones e Inteligencia Artificial AplicadaPontificia Universidad Católica del PerúLimaPeru
  3. 3.Infobox Latinoamérica SACLimaPeru

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