Mahidol University Logo
Faculty of ICT, Mahidol University
 

Admissions

Printable Version

 

ELECTRONIC HELP DESK SYSTEM FOR THE REVENUE DEPARTMENT OF THAILAND (RD E-HELPDESK)

 

TITLE ELECTRONIC HELP DESK SYSTEM FOR THE REVENUE DEPARTMENT OF THAILAND (RD E-HELPDESK)
AUTHOR ATHITTAYA CHANKAEW
DEGREE MASTER OF SCIENCE PROGRAMME IN COMPUTER SCIENCE
FACULTY FACULTY OF SCIENCE
ADVISOR JARERNSRI L. MITRPANONT
CO-ADVISOR SUKANYA PHONGSUPHAP
 
ABSTRACT
In this research project, we proposed the use of the Electronic Help Desk System for the Revenue Department of Thailand (RD E-HELPDESK). It was developed for problem management, tracking and problem-solving management of the Revenue Department by a web-based application. This system consists of three main techniques: Natural Language Processing (NLP), Text Categorization and Case-Based Reasoning (CBR). Firstly, NLP extracts representation of Thai sentences. Longest Matching Algorithm is used for word segmentation. Secondly, Text Categorization classifies words or phrases into predefined categories by Rocchio’s Algorithm. Finally, CBR is a methodology for problem-solving and learning. This methodology compares existing problem-solving data with current problems data and retrieves a similar set of problem-solving data by the Nearest Neighbor Algorithm. In case the system has unsuitable problem-solving data, the existing problem-solving data may be adapted. It determines a portion that can be reused and adapted by Name Entity Extraction and Entity Substitution sequentially. New problem-solving data has been validated before storing since it is likely to be useful for future problem-solving. From the testing of all functions, it was found that the system completeness is quite satisfactory. Reliability of the system was measured in terms of accuracy and response time. We have also found that the accuracy and response time of this system were appropriate and acceptable.
KEYWORD ELECTRONIC HELP DESK/CASE-BASED REASONING/LONGEST MATCHING ALGORITHM / ROCCHIO ALGORITHM/ NEAREST NEIGBOUR ALGORITHM

 

Go to Top

 

ICT Building, Mahidol University, 999 Phuttamonthon 4 Road, Salaya, Nakhonpathom 73170 Tel. +66 02 441-0909 Fax. +66 02 849-6099
Mahidol University Computing Center, The Faculty of ICT, Mahidol University , Rama 6 Road, Rajathevi, Bangkok 10400 Tel. +66 02 354-4333 Fax. +66 02 354-7333