Method and apparatus for providing a helpdesk service

摘要

A computer-implemented method for providing a helpdesk service comprises receiving an electronic request from a user for help on a specified problem, automatically performing a search in a knowledge base system to find potential solutions to the problem, and assigning a confidence rating to each potential solution found. If any potential solutions are found with confidence ratings greater than a threshold value, they are automatically returned to the user without involving a human agent. If no potential solution is found with a confidence rating greater than a threshold value, the request is automatically passed to a human agent for action. Any potential solutions with confidence ratings lower than the threshold value but greater than a second, lower threshold value are automatically presented to the agent as suggested solutions. <IMAGE>