| Presentation | 2004/7/2 Self-service oriented user support design Momoko NAKATANI, Masaru MIYAMOTO, Masahiro WATANABE, Shunichi YONEMURA, Katsuhiko OGAWA, |
|---|---|
| PDF Download Page | PDF download Page Link |
| Abstract(in Japanese) | (See Japanese page) |
| 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 |
| Date of Issue |
| Conference Information | |
| Committee | HIP |
|---|---|
| Conference Date | 2004/7/2(1days) |
| Place (in Japanese) | (See Japanese page) |
| Place (in English) | |
| Topics (in Japanese) | (See Japanese page) |
| Topics (in English) | |
| Chair | |
| Vice Chair | |
| Secretary | |
| Assistant | |
| Paper Information | |
| 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 | |