Integrated help desk support for customer services over the World Wide Web - a case study

Computers in Industry

Volumn 41, Issue 2, 2000, Pages 129-145

  Foo, Schubert ^a   Hui, Siu Cheung ^a   Leong, Peng Chor ^a   Liu, Shigong ^a  

^a NANYANG TECHNOLOGICAL UNIVERSITY   (Singapore)

Author keywords

[No Author keywords available]

Indexed keywords

DATA COMMUNICATION SYSTEMS; FAULT TOLERANT COMPUTER SYSTEMS; INFORMATION RETRIEVAL; SECURITY OF DATA; TELECOMMUNICATION SERVICES; VIDEO CONFERENCING;

HELP DESK; INTELLIGENT FAULT DIAGNOSIS; MACHINE TRANSLATION; NETWORK SECURITY;

WORLD WIDE WEB;

EID: 0034159719     PISSN: 01663615     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0166-3615(99)00037-8     Document Type: Article

References (26)

1. Netscape Communications, Netscape Navigator. 〈URL: http://www.netscape.com/navigator/index.html〉.
2. Microsoft, Internet Explorer. 〈URL: http://www.microsoft.com/products/prodref/206_ov.htm〉.
3. N.J. Muller, Expanding the help desk through the World Wide Web, Information Systems Management 13(3):1996;37-44.
4. K.H. Chang, P. Raman, W.H. Carlisle, J.H. Cross, A self-improving helpdesk service system using case-based reasoning techniques, Computers in Industry 30(2):1996;113-125.
5. Netscape Communications, Netscape Enterprise Server 3.0 (Windows NT). 〈URL: http://www.netscape.com/comprod/server_central/product/enterprise/index.html〉.
6. World Wide Web Consortium, HyperText Transfer Protocol. 〈URL: http://www.w3.org/hypertext/WWW/Protocols〉.
7. World Wide Web Consortium, Common Gateway Interface. 〈URL: http://www.w3.org/hypertext/WWW/Overview.html c〉.
8. R. Signore, J. Creamer, M.O. Stegman, The ODBC Solution: Open Database Connectivity in Distributed Environments, McGraw-Hill, 1995.
9. World Wide Web Consortium, HyperText Markup Language. 〈URL: http://www.w3.org/hypertext/WWW/Markup〉.
10. M. Zhao, C. Leckie, C. Rowles, An interactive fault diagnosis expert system for a helpdesk application, Expert Systems 13(3):1996;203-217.
11. H. Ding, X. Gui, S. Yang, S. Zheng, An implementation architecture of knowledge-based system for engine diagnosis, Applied Artificial Intelligence 7:1993;397-417.
12. K. Goodman, Machine Translation - Special Issues on Knowledge Based MT, Parts I and II, Morgan Kaufmann Publishers, 4 (1,2) 1989.
13. K. Goodman, S. Nirenburg, The KBMT Project: A Case Study in Knowledge-Based Machine Translation, Morgan Kaufmann Publishers, 1991.
14. D. Arnold, Machine Translation: An Introductory Guide, NCC Blackwell, 1994.
15. Q. Liu, X. Zhang, A Software Component Approach to Machine Translation, Language Engineering, Tsinghua University Press, Beijing, Aug., 1997, pp. 280-285.
16. A. Fu, Dependency-based Semantic Analysis in Machine Translation, Language Engineering, Tsinghua Univ. Press, Beijing, Aug. 1997, pp. 292-297.
17. T. Li, H.N. Eric, G.C. Jaime, Chinese Sentence Generation in a Knowledge-Based Machine translation System, Technical Report CMU-CMT-96-148. 〈URL: http://www.lti.cs.cmu.edu/Research/Kant/Chinese-tr.ps〉.
18. Isikawa T., Nakamura Y., Aso S. Machine translation systems for Internet/World Wide Web (PENSEE for Internet). Oki Technical Review. 62(157):1996;85-88.
19. Harada K. Machine translation software for the Internet. Sanyo Technical Review. 28(2):1996;66-74.
20. Aizawa T., Katoh N., Kamata M. English-to-Japanese machine translation for wire-service economic news. Transactions of the Information Processing Society of Japan. 37(6):1996;1041-1048.
21. Liu S., Hui S.C., Foo S., Leong P.C. Online multilingual translation of technical service records over the World Wide Web. International Journal of Computer and Engineering Management. 6(2):1998;33.
22. TwinBridge Software, Chinese Partner for NT (CPNT). 〈URL: http://www.twinbridge.com/html/cp/cpnt10.html〉.
23. Star+Globe Technologies, WinMASS. 〈URL: http://www.starglobe.com.sg/cgi-bin/multi/products/home.html〉.
24. Johnson Space Center, CLIPS: A Tool for Building Expert Systems. 〈URL: http://www.jsc.nasa.gov/~clips/CLIPS.html〉.
25. S.C. Hui, S. Foo, Towards a Standards-based Internet Telephony System, to appear in Computer Standards and Interfaces, 1998.
26. S.W. Yip, Real Time Communication over Internet, Honour's Year Report, A96/23, School of Applied Science, Nanyang Technological Univ., 1997.