{"id":"https://openalex.org/W2902789301","doi":"https://doi.org/10.1109/icacci.2018.8554532","title":"An Implementation of Genetic Algorithm for Clustering Help Desk Data for Service Automation","display_name":"An Implementation of Genetic Algorithm for Clustering Help Desk Data for Service Automation","publication_year":2018,"publication_date":"2018-09-01","ids":{"openalex":"https://openalex.org/W2902789301","doi":"https://doi.org/10.1109/icacci.2018.8554532","mag":"2902789301"},"language":"en","primary_location":{"id":"doi:10.1109/icacci.2018.8554532","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icacci.2018.8554532","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2018 International Conference on Advances in Computing, Communications and Informatics (ICACCI)","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5087257821","display_name":"V. Geetha Lekshmy","orcid":null},"institutions":[{"id":"https://openalex.org/I81556334","display_name":"Amrita Vishwa Vidyapeetham","ror":"https://ror.org/03am10p12","country_code":"IN","type":"education","lineage":["https://openalex.org/I81556334"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"V Geetha Lekshmy","raw_affiliation_strings":["Department of Computer Science and Applications, Amrita Vishwa Vidyapeetham, India"],"affiliations":[{"raw_affiliation_string":"Department of Computer Science and Applications, Amrita Vishwa Vidyapeetham, India","institution_ids":["https://openalex.org/I81556334"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5068970316","display_name":"P K Anusree","orcid":null},"institutions":[{"id":"https://openalex.org/I81556334","display_name":"Amrita Vishwa Vidyapeetham","ror":"https://ror.org/03am10p12","country_code":"IN","type":"education","lineage":["https://openalex.org/I81556334"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"P K Anusree","raw_affiliation_strings":["Department of Computer Science and Applications, Amrita Vishwa Vidyapeetham, India"],"affiliations":[{"raw_affiliation_string":"Department of Computer Science and Applications, Amrita Vishwa Vidyapeetham, India","institution_ids":["https://openalex.org/I81556334"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5037621678","display_name":"V S Varunika","orcid":null},"institutions":[{"id":"https://openalex.org/I81556334","display_name":"Amrita Vishwa Vidyapeetham","ror":"https://ror.org/03am10p12","country_code":"IN","type":"education","lineage":["https://openalex.org/I81556334"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"V S Varunika","raw_affiliation_strings":["Department of Computer Science and Applications, Amrita Vishwa Vidyapeetham, India"],"affiliations":[{"raw_affiliation_string":"Department of Computer Science and Applications, Amrita Vishwa Vidyapeetham, India","institution_ids":["https://openalex.org/I81556334"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5087257821"],"corresponding_institution_ids":["https://openalex.org/I81556334"],"apc_list":null,"apc_paid":null,"fwci":2.4882,"has_fulltext":false,"cited_by_count":7,"citation_normalized_percentile":{"value":0.92897501,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"9","issue":null,"first_page":"952","last_page":"956"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12607","display_name":"Personal Information Management and User Behavior","score":0.9957000017166138,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12607","display_name":"Personal Information Management and User Behavior","score":0.9957000017166138,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13612","display_name":"Advanced Scientific and Engineering Studies","score":0.9905999898910522,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14222","display_name":"Knowledge Management and Technology","score":0.9740999937057495,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/desk","display_name":"Desk","score":0.8667044639587402},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6934743523597717},{"id":"https://openalex.org/keywords/service-desk","display_name":"Service desk","score":0.6127840876579285},{"id":"https://openalex.org/keywords/automation","display_name":"Automation","score":0.5820301175117493},{"id":"https://openalex.org/keywords/cluster-analysis","display_name":"Cluster analysis","score":0.5380254983901978},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.49371179938316345},{"id":"https://openalex.org/keywords/similarity","display_name":"Similarity (geometry)","score":0.4612762928009033},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.45711448788642883},{"id":"https://openalex.org/keywords/genetic-algorithm","display_name":"Genetic algorithm","score":0.4466351866722107},{"id":"https://openalex.org/keywords/measure","display_name":"Measure (data warehouse)","score":0.4328274130821228},{"id":"https://openalex.org/keywords/office-automation","display_name":"Office automation","score":0.4295980930328369},{"id":"https://openalex.org/keywords/reputation","display_name":"Reputation","score":0.4176207482814789},{"id":"https://openalex.org/keywords/similarity-measure","display_name":"Similarity measure","score":0.41377830505371094},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.34638842940330505},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.3217315375804901},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.32169950008392334},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.24542641639709473},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.1794927418231964},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.1769627034664154},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.08554744720458984}],"concepts":[{"id":"https://openalex.org/C2776545233","wikidata":"https://www.wikidata.org/wiki/Q1064858","display_name":"Desk","level":2,"score":0.8667044639587402},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6934743523597717},{"id":"https://openalex.org/C6878162","wikidata":"https://www.wikidata.org/wiki/Q1481411","display_name":"Service desk","level":5,"score":0.6127840876579285},{"id":"https://openalex.org/C115901376","wikidata":"https://www.wikidata.org/wiki/Q184199","display_name":"Automation","level":2,"score":0.5820301175117493},{"id":"https://openalex.org/C73555534","wikidata":"https://www.wikidata.org/wiki/Q622825","display_name":"Cluster analysis","level":2,"score":0.5380254983901978},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.49371179938316345},{"id":"https://openalex.org/C103278499","wikidata":"https://www.wikidata.org/wiki/Q254465","display_name":"Similarity (geometry)","level":3,"score":0.4612762928009033},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.45711448788642883},{"id":"https://openalex.org/C8880873","wikidata":"https://www.wikidata.org/wiki/Q187787","display_name":"Genetic algorithm","level":2,"score":0.4466351866722107},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.4328274130821228},{"id":"https://openalex.org/C2779518306","wikidata":"https://www.wikidata.org/wiki/Q2734036","display_name":"Office automation","level":2,"score":0.4295980930328369},{"id":"https://openalex.org/C48798503","wikidata":"https://www.wikidata.org/wiki/Q877546","display_name":"Reputation","level":2,"score":0.4176207482814789},{"id":"https://openalex.org/C2776517306","wikidata":"https://www.wikidata.org/wiki/Q29017317","display_name":"Similarity measure","level":2,"score":0.41377830505371094},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.34638842940330505},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.3217315375804901},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.32169950008392334},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.24542641639709473},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1794927418231964},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.1769627034664154},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.08554744720458984},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C115961682","wikidata":"https://www.wikidata.org/wiki/Q860623","display_name":"Image (mathematics)","level":2,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/icacci.2018.8554532","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icacci.2018.8554532","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2018 International Conference on Advances in Computing, Communications and Informatics (ICACCI)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","score":0.5899999737739563,"display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[{"id":"https://openalex.org/F4320311327","display_name":"Amrita Vishwa Vidyapeetham University","ror":"https://ror.org/03am10p12"}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":19,"referenced_works":["https://openalex.org/W159638209","https://openalex.org/W1566018662","https://openalex.org/W1592081640","https://openalex.org/W1679197109","https://openalex.org/W1991937916","https://openalex.org/W2071965987","https://openalex.org/W2101141209","https://openalex.org/W2121184547","https://openalex.org/W2151406030","https://openalex.org/W2170103375","https://openalex.org/W2188347037","https://openalex.org/W2399463771","https://openalex.org/W2546624468","https://openalex.org/W2565462536","https://openalex.org/W3214074647","https://openalex.org/W4285719527","https://openalex.org/W6633661181","https://openalex.org/W6687181900","https://openalex.org/W6730939057"],"related_works":["https://openalex.org/W101933052","https://openalex.org/W140550816","https://openalex.org/W2358277536","https://openalex.org/W2023898799","https://openalex.org/W2622381438","https://openalex.org/W2781384574","https://openalex.org/W2036958295","https://openalex.org/W2807208026","https://openalex.org/W1875088083","https://openalex.org/W2942495088"],"abstract_inverted_index":{"Last":[0],"decade":[1],"had":[2],"witnessed":[3],"the":[4,24,60,82,98],"utilization":[5],"of":[6,28,41,64,84],"automated":[7,43],"help":[8,31,44,52,67],"desk":[9,32,45,53,68],"systems":[10,33,46],"to":[11,23,77,97],"enhance":[12],"customer":[13,16,79],"experience.":[14,90],"Since":[15],"satisfaction":[17],"through":[18],"better":[19],"support":[20],"is":[21,101],"pivotal":[22],"growth":[25],"and":[26,62,103],"reputation":[27],"every":[29],"organization,":[30],"received":[34],"significant":[35],"research":[36],"attention.":[37],"In":[38,55],"this":[39,56],"era":[40],"smart-systems":[42],"are":[47,94,114],"being":[48],"replaced":[49],"by":[50],"intelligent":[51,66],"systems.":[54],"article":[57],"we":[58],"present":[59],"design":[61],"implementation":[63],"an":[65,85],"system":[69,75],"using":[70,120],"genetic":[71,121],"algorithm.":[72],"The":[73,110],"proposed":[74],"replies":[76],"a":[78,107,124],"request,":[80],"in":[81],"form":[83],"email,":[86],"based":[87,105],"on":[88,106],"past":[89],"Past":[91],"cases":[92,113],"which":[93],"semantically":[95],"similar":[96],"new":[99],"request":[100],"found":[102],"ranked":[104],"similarity":[108],"measure.":[109],"most":[111],"relevant":[112],"then":[115],"organized":[116],"into":[117],"different":[118],"clusters":[119],"algorithm":[122],"yielding":[123],"concise":[125],"solution.":[126]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2019,"cited_by_count":4}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
