The automation of helpdesks

L. M. Coventry, T. B. Kane

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Citation (Scopus)


Helpdesks are becoming increasingly more important in large organisations. These organisations may be commercial or academic. However, management of such helpdesks is becoming increasingly more difficult as the amount of knowledge that must be acquired and maintained by the advisor becomes rapidly unmanageable. The sources of information are highly distributed and the domains are becoming larger. No one person can be an expert in all necessary domains. Many attempts are being made to increase the effectiveness of these helpdesks. The solution may lie in an intelligent assistant for the advisor. This paper describes such a system. The advisors remain central to the process. They may train the system and their ability to communicate effectively with a variety of users, each with different experience and knowledge, modes of learning and information requirements cannot be replicated by a software system. However, an intelligent system can help the advisor to maintain their knowledge, acquiring knowledge from a variety of sources and assisting in the diagnosis of problems. The advisor formulates queries from users for the system, receives the information from the system and communicates this in a manner appropriate to the user who had the initial problem.

Original languageEnglish
Title of host publicationProceedings of the 1st International Conference on Intelligent User Interfaces
EditorsWayne D. Gray, Dianne Murray, William E. Hefley
Place of PublicationNew York
Number of pages4
ISBN (Electronic)9780897915564
Publication statusPublished - 1 Feb 1993
Externally publishedYes
Event1st International Conference on Intelligent User Interfaces, IUI 1993 - Orlando, United States
Duration: 4 Jan 19937 Jan 1993

Publication series

NameInternational Conference on Intelligent User Interfaces, Proceedings IUI
VolumePart F127502


Conference1st International Conference on Intelligent User Interfaces, IUI 1993
Country/TerritoryUnited States


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