MOTIVATING EFFECTIVE ICT USERS’ SUPPORT THROUGH AUTOMATED MOBILE EDU-HELPDESK SYSTEM

An automated helpdesk system is meant to eradicate some of the barriers of reaching the Information and Communication Technology (ICT) technical staff to carry out repairs of ICT products and services in an educational institution. The problems faced with the existing ICT user support system include time wasting, difficulty in communication, and slow response to fix ICT related faults. The objective of this study is to develop an Automated Mobile Edu-Helpdesk System (AMES) for effective information dissemination, efficient management of operations and to resolve ICT challenges in higher education. The research methods adopted include unified modelling diagrams for design, Java and XML (Extended Mark-up Language) for Android application development as front end, while Hypertext Preprocessor (PHP) was used as the server side programming tool. MySQL database was used as backend. Findings: The findings from the usability survey shows a good usability based on total rating of 4.09 out of 5 point scale. The benefits of the system include creation of a medium for non teaching and teaching staff to pass their complaints or messages to the technical department for speedy attention; and provision of better and faster operational processes which will reduce time spent on documentation. The automated Edu-Helpdesk system is more reliable, effective and convenient than the manual method in reporting cases of faulty ICT product and services within the university community

Weighted MCRDR: Deriving Information about Relationships between Classifications in MCRDR.

Multiple Classification Ripple Down Rules (MCRDR) is a knowledge acquisition technique that produces representations, or knowledge maps, of a human expert's knowledge of a particular domain. However, work on gaining an understanding of the knowledge acquired at a deeper meta-level or using the knowledge to derive new information is still in its infancy. This paper will introduce a technique called Weighted MCRDR (WM), which looks at deriving and learning information about the relationships between multiple classifications within MCRDR by calculating a meaningful rating for the task at hand. This is not intended to reduce the knowledge acquisition effort for the expert. Rather, it is attempting to use the knowledge received in the MCRDR knowledge map to derive additional information that can allow improvements in functionality of MCRDR in many problem domains. Preliminary testing shows that there exists a strong potential for WM to quickly and effectively learn meaningful weightings

Closing the Gap Between Different Knowledge Sources and Types in the Call Centre

Our current project involves improving the trouble-shooting process in the support centre of a large multinational organisation in the Information and Communications Technology (ICT) industry. What has become obvious is the need to capture and reuse many different types of knowledge from a wide range of sources. We have conducted an evaluation study within the organisation to identify the types and sources of knowledge used, the rate of repeat problems and solutions and what improvements are needed. We provide some of our results in this paper. We present an approach known as FastFIX that supports the acquisition and reuse of troubleshooting knowledge from multiple sources using links to relevant intranet and internet-based material. Our system seeks to align the goals of the support-centre, such as maintainability and workflow compatibility, and can inter-operate with the support-centre’s existing problem ticketing and knowledge management systems

Multi-domain case-based module for customer support

[EN] Technology management centres provide technological and customer support services for private or public organisations. Commonly, these centres offer support by using a helpdesk software that facilitates the work of their operators. In this paper, a CBR module that acts as a solution recommender for customer support environments is presented. The CBR module is flexible and multi-domain, in order to be easily integrable with any existing helpdesk software in the company. (c) 2008 Elsevier Ltd. All rights reserved.This work was partially supported by CONSOLIDER-INGENIO 2010 under grant CSD2007-00022 and by the Spanish government and FEDER funds under PROFIT FIT-340001-2004-11, CICYT TIN2005-03395 and TIN2006-14630-C0301 projectsHeras Barberá, SM.; Garcia Pardo Gimenez De Los Galanes, JA.; Ramos-Garijo Font De Mora, R.; Palomares Chust, A.; Botti, V.; Rebollo Pedruelo, M.; Julian Inglada, VJ. (2009). Multi-domain case-based module for customer support. Expert Systems with Applications. 36(3):6866-6873. https://doi.org/10.1016/j.eswa.2008.08.003S6866687336

CBR model for the intelligent management of customer support centers

[EN] In this paper, a new CBR system for Technology Management Centers is presented. The system helps the staff of the centers to solve customer problems by finding solutions successfully applied to similar problems experienced in the past. This improves the satisfaction of customers and ensures a good reputation for the company who manages the center and thus, it may increase its profits. The CBR system is portable, flexible and multi-domain. It is implemented as a module of a help-desk application to make the CBR system as independent as possible of any change in the help-desk. Each phase of the reasoning cycle is implemented as a series of configurable plugins, making the CBR module easy to update and maintain. This system has been introduced and tested in a real Technology Management center ran by the Spanish company TISSAT S.A.Financial support from Spanish government under grant PROFIT FIT-340001-2004-11 is gratefully acknowledgeHeras Barberá, SM.; Garcia Pardo Gimenez De Los Galanes, JA.; Ramos-Garijo Font De Mora, R.; Palomares Chust, A.; Julian Inglada, VJ.; Rebollo Pedruelo, M.; Botti, V. (2006). CBR model for the intelligent management of customer support centers. En Lecture Notes in Computer Science. Springer Verlag (Germany). 663-670. https://doi.org/10.1007/11875581_80S663670Acorn, T., Walden, S.: SMART: SupportManagement Automated Reasoning Technology for Compaq Customer Service. In: Scott, A., Klahr, P. (eds.) Proceedings of the 2 International Conference on Intelligent Tutoring Systems, ITS-92 Berlin, vol. 4, pp. 3–18. AAAI Press, Menlo Park (1992)Simoudis, E.: Using Case-Based Retrieval for Customer Technical Support. IEEE Intelligent Systems 7, 10–12 (1992)Kriegsman, M., Barletta, R.: Building a Case-Based Help Desk Application. IEEE Expert: Intelligent Systems and Their Applications 8, 18–26 (1993)Shimazu, H., Shibata, A., Nihei, K.: Case-Based Retrieval Interface Adapted to Customer-Initiated Dialogues in Help Desk Operations. In: Mylopoulos, J., Reiter, R. (eds.) Proceedings of the 12th National Conference on Artificial Intelligence, vol. 1, pp. 513–518. AAAI Press, Menlo Park (1994)Raman, R., Chang, K.H., Carlisle, W.H., Cross, J.H.: A self-improving helpdesk service system using case-based reasoning techniques. Computers in Industry 2, 113–125 (1996)Kang, B.H., Yoshida, K., Motoda, H., Compton, P.: Help Desk System with Intelligent Interface. Applied Artificial Intelligence 11, 611–631 (1997)Roth-Berghofer, T., Iglezakis, I.: Developing an Integrated Multilevel Help-Desk Support System. In: Proceedings of the 8th German Workshop on Case-Based Reasoning, pp. 145–155 (2000)Goker, M., Roth-Berghofer, T.: The development and utilization of the case-based help-desk support system HOMER. Engineering Applications of Artificial Intelligence 12, 665–680 (1999)Roth-Berghofer, T.R.: Learning from HOMER, a case-based help-desk support system. In: Melnik, G., Holz, H. (eds.) Advances in Learning Software Organizations, pp. 88–97. Springer, Heidelberg (2004)Bergmann, R., Althoff, K.D., Breen, S., Göker, M., Manago, M., Traphöner, R., Wess, S.: Developing Industrial Case-Based Reasoning Applications. In: The INRECA Methodology, 2nd edn. LNCS (LNAI), vol. 1612. Springer, Heidelberg (2003)eGain (2006), http://www.egain.comKaidara Software Corporation (2006), http://www.kaidara.com/Empolis Knowledge Management GmbH - Arvato AG (2006), http://www.empolis.com/Althoff, K.D., Auriol, E., Barletta, R., Manago, M.: A Review of Industrial Case-Based Reasoning Tools. AI Perspectives Report. Goodall, A., Oxford (1995)Watson, I.: Applying Case-Based Reasoning. Techniques for Enterprise Systems. Morgan Kaufmann Publishers, Inc. California (1997)empolis: empolis Orenge Technology Whitepaper. Technical report, empolis GmbH (2002)Tissat, S.A. (2006), http://www.tissat.esGiraud-Carrier, C., Martinez, T.R.: An integrated framework for learning and reasoning. Journal of Artificial Intelligence Research 3, 147–185 (1995)Corchado, J.M., Borrajo, M.L., Pellicer, M.A., Yanez, J.C.: Neuro-symbolic system for Business Internal Control. In: Perner, P. (ed.) ICDM 2004. LNCS (LNAI), vol. 3275, pp. 1–10. Springer, Heidelberg (2004)Aamodt, A., Plaza, E.: Case-based reasoning: foundational issues, methodological variations and system approaches. AI Communications 7(1), 39–59 (1994)Tversky, A.: Features of similarity. Psychological Review 84(4), 327–352 (1997