No more 'keyword search' or FAQ: Innovative ontology and agent based dynamic user interface
Nelson K. Y. Leung, Sim Kim Lau · Swinburne figshare (Swinburne University of Technology) · 2006
Abstract—The establishment of help desk is to provide technical support to users when they encounter technical problems related to hardware, software, application programs and network connections. However, due to resources problem, in particular the lack of help desk staff, users often have to wait for a considerably long time before their enquiries and problems are answered and solved. To relieve user’s dissatisfaction, academic researchers and help desk practitioners has started to encourage users to exploit online resources. Instead of contacting help desk, user can access online knowledge resources, such as knowledge base, to look for information that is useful to resolve their existing difficulties. A significant number of knowledge bases are designed to support “keyword search ” and FAQ as the front end user interface, but both designs have their disadvantages. This paper investigates the application of ontology and software agent technology to develop a dynamic user interface. This interface is designed to replace “keyword search ” and FAQ as the front end user interface of the online knowledge base.