Minería de datos aplicada a la detección de patrones de reclamos del servicio de agua potable en la ciudad de Guayaquil.

Abstract

The present research work called "Data mining applied to the detection of complaint patterns of the drinking water service in the city of Guayaquil" makes a diagnosis in favor of the EMAPAG EP's Customer Service Office, regarding the Appeal - Third Instance with the purpose of applying the KDD methodology (Discovery of Knowledge in Database) to discover a valid, useful and understandable predictive model that specifies patterns according to the information; using the KNIME tool as a technological platform within the research and execution of classification algorithms based on artificial intelligence such as: decision tree, naive bayes and weka j48 that satisfy the needs of the case study objectives based on the data provided by the entity. The problem to solve goes hand in hand with the fulfillment of the main objective of the entity the service to the community of the City of Guayaquil supervising the operator Interagua Cía. Ltda., In the performance of its functions as a private entity to the sectors that use the city's Drinking Water and Sewage service, EMAPAG EP, looks for the satisfaction of users through this objective to have a relevant growth in the public sector Within the process of Customer Service, one of the most relevant variables in the time that the claims analyst uses to solve the different cases presented by users. It should be noted that these data are the raw material used in the KDD methodology. The study of this investigation is to determine patterns with respect to the states of the resolutions that are handled in the head office such as: Revoke, Confirm and Partially Revoke, results that depend on the relevant variables of the process; performing a data analysis.