• Corpus ID: 17927180

A proposed AI-Planning approach for staff management in a service center.

  title={A proposed AI-Planning approach for staff management in a service center.},
  author={Minh-Quang Nguyen and Philip H. P. Nguyen and Xubo Zhao and Tho-Hau Nguyen and Jean-Guy Meunier and Douglas D. O'Shaughnessy},
This paper presents a new approach for task allocation in a Service Center, based on artificial intelligence (AI) planning techniques. Our objective is to build an expert system that automatically allocates tasks to technicians in a Service Center. We describe the process of building an AI planner, from the design phase up to the final implementation phase, through the example of an IT service Help Desk. We examine in particular the process of determining the most suitable technician to… 
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