@article {Foo:15 May 2002:0020-7721:389,
	author = "Foo S.",
	author = "Hui S.C.",
	author = "Leong P.C.",
	title = "Web-based intelligent helpdesk-support environment",
	journal = "International Journal of Systems Science",
	volume = "33",
	year = "15 May 2002",
	abstract = "With the advent of Internet technology, it is now feasible to provide effective and efficient helpdesk service over the global Internet to meet customers' requirements and satisfaction. In this research, we have designed and developed a Web-based intelligent helpdesk-support environment, WebHotLine, to support the customer service centre of a large multinational corporation in the electronics industry. The paper describes the basic architecture of the environment that supports the major functions of Web-based fault information retrieval, online multilingual translation capability, different operating modes of video-conferencing for enhanced support and direct intelligent fault diagnosis by customers or customer support engineers. As a result, WebHotLine helps to save cost in eliminating the expensive overseas telephone charges, reduction in machine down time and number of on-site visits by service engineers as in traditional helpdesk environment.",
	pages = "389-402(14)",
	url = "http://www.ingentaconnect.com/content/tandf/tsys/2002/00000033/00000006/art00002"
}