A Two-Level Automatic Help Desk Based on a New Statistical Approach

Abstract

In this paper we propose a two-level automatic help desk based on a new statistical approach. The proposed system is used to simulate a technical support centre as a help desk for a Web site which is used in order to provide the visitors with designing and printing services. In contrary to the existing help desks which employ some expert people to make a technical support group, we propose a help desk capable of answering the preliminary questions received from the user side at the first level automatically. If the user's problem can not be solved at the first level, it can be followed by the user using a ticket at the second level which is supported by the real experts. This statistical approach can be used consistently in different domains and problem spaces without any need for a new design, regarding the new domain.