Helping the help desk

Abstract

Help desks have proliferated in recent years as effective and efficient ways of meeting the support needs of large and dispersed groups of people. One problem is that in large organizations, as the range of equipment and the number of applications supported grows, it becomes increasingly difficult for any member of staff to have even an overview knowledge of the entire range. Examines a unique product which intends to offer support to the supporters by using artificial intelligence techniques for the handling of users’ queries.

Citation

Stinton, I. (1996), "Helping the help desk", Work Study, Vol. 45 No. 1, pp. 30-31. https://doi.org/10.1108/EUM0000000000008