I am working on a helpdesk solution using Ruby on Rail and MySQL. I want to create a functionality which will suggest possible solutions based on the phrase in the query and on the basis of the previous solution for similar questions.
Example A customer is calling a question "I can not access my account" and "the system is rejecting my login request". Login to my account. "
The executive ticket logs a link will say" possible solution. "
Clicking on the link will pop up a list of similar questions (in this case two results above).
What is the best way to create a system like this?
The best way to start is to implement some type of full-text search. See Sphinx and Solar. I recommend starting with Rail They are straightforward to implement and has a large user base, followed by the ability to use Spinks' algorithms results of keywords and rank / weight.
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