NASA NTRS · 19980017947
An Intelligent Case-Based Help Desk Providing Web-Based Support for EOSDIS Customers
Abstract
This paper describes a project that extends the concept of help desk automation by offering World Wide Web access to a case-based help desk. It explores the use of case-based reasoning and cognitive engineering models to create an 'intelligent' help desk system, one that learns. It discusses the AutoHelp architecture for such a help desk and summarizes the technologies used to create a help desk for NASA data users.
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Mitchell, Christine M., Thurman, David A.. 1998-01-01. An Intelligent Case-Based Help Desk Providing Web-Based Support for EOSDIS Customers. https://ntrs.nasa.gov/citations/19980017947
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