Title :
Building a case-based help desk application
Author :
Kriegsman, Mark ; Barletta, Ralph
Abstract :
Call-tracking databases can be valuable on-line resources for help desk personnel, who must respond to problems quickly and accurately, and avoid "reinventing the wheel." This article looks at building a case-based help desk system.<>
Keywords :
case-based reasoning; deductive databases; office automation; technical support services; call-tracking databases; case-based help desk system; help desk personnel; online resources; Guidelines; Humans; Information retrieval; Keyword search; Knowledge based systems; Noise reduction; Problem-solving; Runtime;
Journal_Title :
IEEE Expert
