Date of Publication :7th March 2016
Abstract: Automation of Online help desk information system has made the enquiries or making a suggestion of general public more easy. This type of retrievals significantly varies in different factors like immediate retrieval and attention of officials and users with one or more public sector entities. Automated help desk systems should retrieve exactly the information required to assist a user as quickly and as easily as possible either for a user who knows little about the system or for an advanced user who requires more specific information. It should be easily maintainable as knowledge in domains changes very rapidly. The main aim was to develop a helpdesk information retrieval process for every user in such a way it should user friendly. Using this automated online help desk system must fulfill every requirement of particular organization. The prototype developed for use over the WWW combines keyword search and case based reasoning to provide both rapid focusing on a part of the help information and guided interaction when the user is unclear about appropriate keywords. The maintenance distributed environment should be created for further issues.
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