NDLI: iHelp: An Intelligent Online Helpdesk System

Content Provider	IEEE Xplore Digital Library
Author	Dingding Wang Tao Li Shenghuo Zhu Yihong Gong
Copyright Year	1996
Abstract	Due to the importance of high-quality customer service, many companies use intelligent helpdesk systems (e.g., case-based systems) to improve customer service quality. However, these systems face two challenges: 1) Case retrieval measures: most case-based systems use traditional keyword-matching-based ranking schemes for case retrieval and have difficulty to capture the semantic meanings of cases and 2) result representation: most case-based systems return a list of past cases ranked by their relevance to a new request, and customers have to go through the list and examine the cases one by one to identify their desired cases. To address these challenges, we develop iHelp, an intelligent online helpdesk system, to automatically find problem-solution patterns from the past customer-representative interactions. When a new customer request arrives, iHelp searches and ranks the past cases based on their semantic relevance to the request, groups the relevant cases into different clusters using a mixture language model and symmetric matrix factorization, and summarizes each case cluster to generate recommended solutions. Case and user studies have been conducted to show the full functionality and the effectiveness of iHelp.
Page Count	10
File Size	773195
Starting Page	173
Ending Page	182
File Format	PDF
ISSN	10834419
Volume Number	41
Issue Number	1
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2011-02-01
Publisher Place	U.S.A.
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Intelligent systems Customer service Databases Symmetric matrices Roads Manuals National electric code Laboratories Recommender systems Information retrieval semantic similarity Case clustering case summarization intelligent helpdesk
Content Type	Text
Resource Type	Article
Subject	Control and Systems Engineering Information Systems Electrical and Electronic Engineering Human-Computer Interaction Computer Science Applications Software

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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