Development of an intelligent case-based system for help desk operations

摘要

Help desks are computer-aided environments that assist customer response centers in providing frontline phone support to external and internal customers. With the proliferation of diverse software and hardware, the centers need to handle more andmore incoming calls for help. Since customer support centers are often the first point of contact for customers, it is important to ensure customer satisfaction when a call is placed. The objective of this project is to develop a case-based help desksystem to support both call center personnel and customers. In this paper, the process of system development, including knowledge acquisition, knowledge representation, system implementation, and verification are discussed with an emphasis on thestructured and automated development method applied to the process.