Engineering

Prominent companies around the world are maximizing effectiveness, productivity and reducing costs by implementing SCADA solutions, IEC standards based protocol suites, intelligent controllers, and remote terminal units.
             Desired Solution.
             The objective of the new expert system developed by Kalki was to cut down the time it took to locate questions and answers in the database once a query was received by the Qsupport support team. The problem with a simple keyword search was that too many matches would be found requiring the user a good amount of time to sift through each of these matches received from the search. So to development a more sophisticated search process was the primary objective. Simultaneously, some automation of the answer retrieval system was desired so that cycle time in answering a query could be further reduced and maximize Qsupport's customer service. The end desired result was an expert system which when prompted with a new query, will search the existing database and find out the most accurate questions and their answers. Since the entire customer text of the e-mail was fed to the expert system, it was not required of the user to identify and type in keywords to be searched. Also, the expert system used an advanced algorithm for searching incorporating Natural Language Processing methods, the results were accurate. The results were confined to the best four matches (which was found sufficient due to the high accuracy) and this minimized the time required of user to go through them. The expert system provided an interface for the user to combine suitable responses from those retrieved and send it back so that time required in formulating the answer was reduced. Since the whole expert system was developed as an ActiveX dll, it could be easily incorporated into any other system (including a web page) without much change being required. The expert system also provided various statistical information regarding its own performance as well as on the queries asked by various users and their domains/sub-domains.