| Presentation | 2010-03-04 Implementation and Evaluation of Help-Desk Support System Tomohiro NAKAMURA, Katsuro KIKUCHI, Daisuke TASHIRO, Hiromitsu NAKAGAWA, |
|---|---|
| PDF Download Page |  PDF download Page Link |
| Abstract(in Japanese) | (See Japanese page) |
| Abstract(in English) | Today, many services are operated using Web applications. Office workers and online shoppers need to use Web applications regardless of their IT literacy. They often call to help-desk and decrease help-desk operators' productivity. In this paper, we propose a help-desk support system using Web monitoring technique with a goal of improving their productivity and customer satisfaction. We show the implementation of the help-desk support system to make practicable in real Web applications including dynamic generated Web pages. Our evaluation shows that the system improves their productivity by reducing their response time 27 points from 2m49s to 2m4s, improving success ratio for finding the cause 4 points to 91%, and improving answer accuracy 4 points to 70% compared with a current operation process using a telephone. |
| Keyword(in Japanese) | (See Japanese page) |
| Keyword(in English) | Web monitoring / Operation logs / Help-desk support / Remote monitoring |
| Paper # | LOIS2009-79 |
| Date of Issue |
| Conference Information | |
| Committee | LOIS |
|---|---|
| Conference Date | 2010/2/25(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 | Life Intelligence and Office Information Systems (LOIS) |
|---|---|
| Language | JPN |
| Title (in Japanese) | (See Japanese page) |
| Sub Title (in Japanese) | (See Japanese page) |
| Title (in English) | Implementation and Evaluation of Help-Desk Support System |
| Sub Title (in English) | |
| Keyword(1) | Web monitoring |
| Keyword(2) | Operation logs |
| Keyword(3) | Help-desk support |
| Keyword(4) | Remote monitoring |
| 1st Author's Name | Tomohiro NAKAMURA |
| 1st Author's Affiliation | Hitachi, Ltd., Central Research Laboratory() |
| 2nd Author's Name | Katsuro KIKUCHI |
| 2nd Author's Affiliation | Hitachi, Ltd., Central Research Laboratory |
| 3rd Author's Name | Daisuke TASHIRO |
| 3rd Author's Affiliation | Hitachi, Ltd., Central Research Laboratory |
| 4th Author's Name | Hiromitsu NAKAGAWA |
| 4th Author's Affiliation | Hitachi, Ltd., Central Research Laboratory |
| Date | 2010-03-04 |
| Paper # | LOIS2009-79 |
| Volume (vol) | vol.109 |
| Number (no) | 450 |
| Page | pp.pp.- |
| #Pages | 6 |
| Date of Issue | |