Model Design and Development for a User Support System Using Artificial Intelligence Techniques in Enterprise Resource Planning Software
DOI::
https://doi.org/10.5281/zenodo.10476230چکیده
For organizations, the error-free, consistent, and transparent management of business processes is crucial. Process management is related to the proper handling of data, and this is achievable through enterprise resource planning (ERP) software, which enables all departments structured around a central database to work together. From an organizational perspective, one of the most critical factors in the success of ERP software is its users. Users often require support during the use of ERP software for various reasons, such as lack of training and experience or technical issues. Providing this support, whether internally or from external sources, comes with a cost.
This study seeks to determine whether a structure can be developed where users can resolve their support requests themselves. To achieve this goal, we propose a model of an intelligent user support system with an AI-based process engine for ERP users. Using this model, unstructured user support requests created in natural language are transformed into structured forms using natural language processing techniques and then classified using multi-class machine learning algorithms. The relevant class's process is executed to generate a solution for the user's problem. In this study, 1,000 samples of text written in natural language in 10 different categories, based on real data, were used in the learning process. The data were analyzed using machine learning algorithms (K-Nearest Neighbors, Naive Bayes, C4.5, Support Vector Machine, Random Forest, Sequential Minimal Optimization, LibSVM) and deep learning algorithms (Long Short-Term Memory), The best classification was achieved with Sequential Minimal Optimization (SMO) using TF-IDF weighting. The developed chat and process robot helped convert requests or problems into a structured form and provided solutions. In addition to solving the problem through chat or process, technologies such as augmented reality and virtual reality were used.
##submission.downloads##
چاپ شده
ارجاع به مقاله
شماره
نوع مقاله
مجوز
حق نشر 2024 International Journal of Contemporary Economics and Administrative Sciences
این پروژه تحت مجوز بین المللی Creative Commons Attribution 4.0 می باشد.
The Author(s) must make formal transfer of copyright for each article prior to publication in the International Journal of Contemporary Economics and Administrative Sciences. Such transfer enables the Journal to defend itself against plagiarism and other forms of copyright infringement. Your cooperation is appreciated. You agree that copyright of your article to be published in the International Journal of Contemporary Economics and Administrative Sciences is hereby transferred, throughout the World and for the full term and all extensions and renewals thereof, to International Journal of Contemporary Economics and Administrative Sciences.
The Author(s) reserve(s): (a) the trademark rights and patent rights, if any, and (b) the right to use all or part of the information contained in this article in future, non-commercial works of the Author's own, or, if the article is a "work-for-hire" and made within the scope of the Author's employment, the employer may use all or part of the information contained in this article for intra-company use, provided the usual acknowledgements are given regarding copyright notice and reference to the original publication.
The Author(s) warrant(s) that the article is Author's original work, and has not been published before. If excerpts from copyrighted works are included, the Author will obtain written permission from the copyright owners and shall credit the sources in the article. The author also warrants that the article contains no libelous or unlawful statements, and does not infringe on the rights of others. If the article was prepared jointly with other Author(s), the Author agrees to inform the co-Author(s) of the terms of the copyright transfer and to sign on their behalf; or in the case of a "work-for-hire" the employer or an authorized representative of the employer.
The journal is registered with the ISSN : 1925-4423.
IJCEAS is licensed under a Creative Commons Attribution 4.0 International License.
This license lets others distribute, remix, tweak, and build upon your work, even commercially, as long as they credit you for the original creation. This is the most accommodating of licenses offered. Recommended for maximum dissemination and use of licensed materials.
