Knowledge retention through observation of instant messaging systems

Abstract

Knowledge is the most valuable asset in today s organizations. Since it offers an unbeatable competitive advantage, valuable knowledge demands strict management principles to avoid being lost. Instant messengers provide an opportunity to gather knowledge passed through individuals in the organization. By modeling that knowledge using machine learning techniques, it becomes possible to retain and make it ubiquitous throughout the organization. This paper presents a solution for gathering, modeling, and retrieving knowledge associated with the technical support in organizations, using machine learning algorithms. The solution comprises the architecture, data preparation techniques and machine learning algorithms. The experimental evaluation exhibits the algorithms with better performance for this class of problems.