Conversion of customer service event logs to standard formats

Abstract

The act of logging the events (transactions, errors, intrusions, etc.) happening within an information system is about the same age as the system itself. Mining these historical records, however, is a recent demand to support robotic process automation initiatives. Our goal is to create an RPA solution for heavily overloaded customer services and we now face the problem of getting logs with different syntax and structure. This paper presents the standard event log formats and reviews the steps of transforming the most frequent non-standard log formats into a uniform formalism.