A help desk support system with filtering and reusing e-mails

This paper discusses a help desk support system that helps operators at help desk process inquiry e-mails and build up FAQ(Frequently Asked Questions) on their Web pages. Recently there have been increasing number of interactions between users and operators online. Therefore operators must take great deal of time to process inquiries from customers through the Internet. Operator tasks are mainly divided into two parts; replying to inquiries and managing typical question and answer sets to build up their FAQ pages. As for replying to inquiries, an automated replying method using existing FAQ and a replying support method that helps operators write e-mails are proposed. As for managing typical provided question and answer sets, an automated generation method of candidate FAQs is proposed. An experimental result proved by the proposed method is effective.