| Consumer Product Help Desk systems provide a distinct service:
Mass produced everyday devices like air conditioners,
audio equipment, cars, personal computers are becoming
increasingly complex; time to recover back to normal operation after
a problem as observed by the customer directly affects
the public profile of the manufacturer.
A good after-sales support system to track problems and
find both immediate remedy for the problem at hand and
a long term solution to recurring structural weaknesses
in products, service processes or user documentation
are essential for ISO9000 compliant quality control,
cost reduction, and the customer satisfaction spiral
indicative of a successful business.
MINERVA allows to express business process rules,
phenomenon-reason relations, decision tables,
rule based advice etc in a form close
to normal engineering documents, often by simple one-to-one
conversion. MINERVA brings these
documents to life right on the desk of the customer.
Technology as realized by MINERVA is worldwide in use
for interactive help desk systems. Modern approaches
include Case-Based-Reasoning systems and other artificial
intelligence methods. MINERVA additionally
maps these methods onto the internet for even broader
visibility and better ease-of-use.
Help Desk systems today typically assist a support
person handling incoming telephone requests.
MINERVA goes one step further: it allows you to put
the help desk right at the fingertips
of the customer: no more waiting for a support person
on a phone line, no more being put on hold, but
direct and immediate interaction for the customer.
Customer satisfaction increaes while manufacturer support cost
decrease.
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