BibTeX
@MISC{Hopkins_technicalsupport,
author = {Thomas Hopkins and Ramesh Advani and Garry Gudmunson},
title = {Technical Support of},
year = {}
}
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Abstract
tion to Employees), an expert information retrieval sys-tem, for problem solving and retrieving technical product information. Specialists in our Technical Assistance Cen-ter (TAG) use the BRITE system on a Pentium workstation to access information in <3 s. Manuals, technical bulle-tins, parts lists, and administrative tools such as word processing and network fax are available electronically. The system allows consistent troubleshooting and defi-nition of customers ’ problems by TAC specialists. BRITE seamlessly integrates expert system, document retrieval, and relational database technologies; the system runs on a token ring local area network, which is part of a Ciba Corning Diagnostics wide area network. Information re-ceived over the wide area network is used to develop and update BRITE daily. BRITE is kept current by input or troubleshooting and new applications from TAC special-ists. Indexing Terms: expert system/computers/case-based reason-ing/portable document retrieval/graphical user interface
Keyphrases
technical support part list customer problem brite system problem solving consistent troubleshooting document retrieval technical product information expert information retrieval sys-tem access information token ring local area network wide area network tac specialist network fax administrative tool word processing tac special-ists relational database technology technical assistance cen-ter pentium workstation expert system new application technical bulle-tins
