Design of an intelligent Web-based help desk system

Author

Thurman, David A. ; Tracy, Jeffrey S. ; Mitchell, Christine M.

Author_Institution

Sch. of Ind. & Syst. Eng., Georgia Inst. of Technol., Atlanta, GA, USA

Volume

3

fYear

1997

fDate

12-15 Oct 1997

Firstpage

2198

Abstract

This paper describes a project that extends the concept of help desk automation by offering World Wide Web access to a case-based help desk. It explores the use of case-based reasoning and cognitive engineering models to create an `intelligent´ help desk system, one that learns. It discusses the AutoHelp architecture for such a help desk and summarizes the technologies used to create a help desk for NASA data users

Keywords

case-based reasoning; cognitive systems; computer facilities; geophysics; geophysics computing; information services; information systems; knowledge based systems; technical support services; AutoHelp architecture; NASA data users; WWW; World Wide Web; case-based help desk; cognitive engineering; help desk automation; intelligent Web-based help desk system; Design automation; Geoscience; Hardware; Humans; Information management; Man machine systems; NASA; Satellites; Systems engineering and theory; Web sites;

fLanguage

English

Publisher

ieee

Conference_Titel

Systems, Man, and Cybernetics, 1997. Computational Cybernetics and Simulation., 1997 IEEE International Conference on

Conference_Location

Orlando, FL

ISSN

1062-922X

Print_ISBN

0-7803-4053-1

Type

conf

DOI

10.1109/ICSMC.1997.635192

Filename

635192