document: Web-based intelligent helpdesk-support environment With the advent of Internet technology , it is now feasible to provide effective and efficient helpdesk service over the global Internet to meet customers ' requirements and satisfaction . In this research , we have designed and developed a Web-based intelligent helpdesk-support environment , WebHotLine , to support the customer service centre of a large multinational corporation in the electronics industry . The paper describes the basic architecture of the environment that supports the major functions of Web-based fault information retrieval , online multilingual translation capability , different operating modes of video-conferencing for enhanced support and direct intelligent fault diagnosis by customers or customer support engineers . As a result , WebHotLine helps to save cost in eliminating the expensive overseas telephone charges , reduction in machine down time and number of on-site visits by service engineers as in traditional helpdesk environment
doc_bio_tags: O O O O O O O O B I O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O B O O O O B I I O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O B I I I O O O O O B O O O O O O O O O O O O O O O O O O O B O O O O O O O O O O O O O O O O O O O O O O O O O O O O O O
extractive_keyphrases: internet technology webhotline customer service centre online multilingual translation capability videoconferencing
abstractive_keyphrases: web-based intelligent helpdesk-support environment web-based fault information retrieval