Most help desks have admitted their call volume has increased in the past decade while “help unavailable when needed” is the major reason for service delivery failure and user dissatisfaction. The habit of calling help desk for simple problems has prompted the investigation of transferring part of first-level troubleshooting duty from help desk to user. This research proposes the development of user self-help knowledge management system that allows user to solve simple and routine technical enquiries. The proposed approach incorporates software agent to allow autonomous handling of enquiries so that the most appropriate solution and user communication can be facilitated.
Lau, Sim and Leung, Nelson, "The Development of a User Self-Help Knowledge Management System for Help Desk: Deployment of Knowledge Management Approach and Software Agent Technology" (2005). ACIS 2005 Proceedings. Paper 95.