Presentation 2004/7/2
Self-service oriented user support design
Momoko NAKATANI, Masaru MIYAMOTO, Masahiro WATANABE, Shunichi YONEMURA, Katsuhiko OGAWA,
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Abstract(in English) In this paper, we focus on a call center which helps customers to solve internet connection problems. We propose a selfservice oriented user support, where the operator explain not only the solution for the problem, but also the mechanism of the system during the call. We conducted an experiment to analyze its effectiveness. The results suggested that our self-service oriented user support would be effective to inexperienced computer users who usually rely on other people to setup the internet.
Keyword(in Japanese) (See Japanese page)
Keyword(in English) problem solving / troubleshoot / Q&A / call center
Paper # HIP2004-28
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Committee HIP
Conference Date 2004/7/2(1days)
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Registration To Human Information Processing (HIP)
Language JPN
Title (in Japanese) (See Japanese page)
Sub Title (in Japanese) (See Japanese page)
Title (in English) Self-service oriented user support design
Sub Title (in English)
Keyword(1) problem solving
Keyword(2) troubleshoot
Keyword(3) Q&A
Keyword(4) call center
1st Author's Name Momoko NAKATANI
1st Author's Affiliation NTT Cyber Solutions Laboratories, NTT Corporation()
2nd Author's Name Masaru MIYAMOTO
2nd Author's Affiliation NTT Cyber Solutions Laboratories, NTT Corporation
3rd Author's Name Masahiro WATANABE
3rd Author's Affiliation NTT Cyber Solutions Laboratories, NTT Corporation
4th Author's Name Shunichi YONEMURA
4th Author's Affiliation NTT Cyber Solutions Laboratories, NTT Corporation
5th Author's Name Katsuhiko OGAWA
5th Author's Affiliation NTT Cyber Solutions Laboratories, NTT Corporation
Date 2004/7/2
Paper # HIP2004-28
Volume (vol) vol.104
Number (no) 169
Page pp.pp.-
#Pages 6
Date of Issue