Intelligent web-based helpdesk for customer service support

• Main Author: Liu, Shigong.
• Other Authors: Foo Shou Boon, Schubert
• Format: Theses and Dissertations
• Language: English
• Published: 2011
• Subjects: DRNTU::Engineering::Computer science and engineering::Information systems
• Online Access: http://hdl.handle.net/10356/42611
• Institution: Nanyang Technological University

In a traditional helpdesk environment, service engineers typically provide round the clock support for its world-wide customer-base through long-distance telephone calls and, if necessary, subsequent on-site visits. Such a mode of support is inefficient, ineffective and generally results in high c...