A Two-Level Automatic Help Desk Based on a New Statistical Approach

In this paper we propose a two-level automatic help desk based on a new statistical approach. The proposed system is used to simulate a technical support centre as a help desk for a Web site which is used in order to provide the visitors with designing and printing services. In contrary to the existing help desks which employ some expert people to make a technical support group, we propose a help desk capable of answering the preliminary questions received from the user side at the first level automatically. If the user´s problem can not be solved at the first level, it can be followed by the user using a ticket at the second level which is supported by the real experts. This statistical approach can be used consistently in different domains and problem spaces without any need for a new design, regarding the new domain.