Development of an Expert System-Oriented Service Support Help Desk Management System

Abstract

With the recent advancements of artificial intelligence, automation has been making its way into various systems that previously could only be operated by humans. Hence, these systems are getting more autonomous and taking control off from the human operators gradually. On the other hand, service centers are found to be subunits of almost all companies. However, a process at such service centers becomes slower and inefficient once the center is completely operated by humans. On the contrary, considering the functionalities of the center, complete automation is not either effective in certain centers. This triggers the necessity of a semi-automated center where a framework for such service center is proposed in this paper. While analyzing, it has been observed that the performance of the existing system is heavily hampered due to the absence of dynamicity. Therefore, the proposed framework attempts to make the center dynamic by introducing certain automated behaviors. The proposed system discussed in this paper comprises of all features in that are present in the current system but in an automated way. Furthermore, the proposed system extends the functionalities of a service center that could not be achieved by humans only. The proposed system also incorporates AI to a part of it making it semi-AI driven. A further description is also given in this paper of what needs to be done in order to accomplish a completely AI-driven system.