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Decision Tree System for Online Help

We need to expand the online help functionalty of our web site through a decision tree system. At the moment we answer questions of our clients by phone. In order to reduce these phone calls we want to offer an online help system based on a decision tree system. After going through the decision tree by answering several questions the client will get a particular answer solving his problem or the problem will be automatically forwarded to a second level support officer who will answer by e-mail within one business day.

We need the development of the decision tree software. This software must have a backend (1) and a frontend (2). Furthermore the backend needs a control center (3).

1.

The backend software needs a functionality to design the tree by creating new nodes or leaves.

Nodes mark a branch within the decision tree. The path through the decision tree comes along several nodes and ends in a leave. The decision made in a node depends on

a. questions to the client, expecting either as a multiple choice answers (1 of n) or as a numeric data entry, and

b. system actions executing the information given by the client.

Leaves mark the end of a decision path through the decision tree. If the client arrives at a leave

a. he gets a message printed on the screen or

b. he has to fill in a formular or

c. he can write an individual message explaining his problem.

In case of b. and c. the message is sent to one of our second level support officers by e-mail including a dedicated response link.

2.

The frontend will be driven by client based and system based decisions. Client based decisions can depend on

a. multiple choice (tick 1 of n) or

b. data entry (numeric)

Depending on the answer of the client the system will execute programs and path to another node or leave of the tree.

3.

The control center shall show some statistics about the usage of this online help system and the decision pathes clients has taken.

Further we need a monitoring system about the response time of our support officers, esp. about the questions

a. How many request are open yet (per officer)?

b. Which officer fails to answer his requests within one business day?

Please note:

a. The frontend must appear multilingual. The backend language is english.

b. You can view very rudimental frontends as an example at

[url removed, login to view]

[url removed, login to view]

It is only to give you an idea. Fell free to modify and improve.

c. Every individual path through the decision tree should be tracked and stored in a database for further optimisations.

d. We want the program developed in PHP/AJAX and based on MySQL.

e. Screen design is not required.

f. Of course we expect a script documentation incl. an UML diagram.

Kemahiran: PHP

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Tentang Majikan:
( 9 ulasan ) Berlin, Germany

ID Projek: #76963