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An Implementation of Genetic Algorithm for Clustering Help Desk Data for Service Automation

Last decade had witnessed the utilization of automated help desk systems to enhance customer experience. Since customer satisfaction through better support is pivotal to the growth and reputation of every organization, help desk systems received significant research attention. In this era of smart-systems automated help desk systems are being replaced by intelligent help desk systems. In this article we present the design and implementation of an intelligent help desk system using genetic algorithm. The proposed system replies to a customer request, in the form of an email, based on past experience. Past cases which are semantically similar to the new request is found and ranked based on a similarity measure. The most relevant cases are then organized into different clusters using genetic algorithm yielding a concise solution.