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.