Integrating expert systems and multimedia for improved troubleshooting of the city of Los Angeles's computer hardware

Abstract

Two emerging technologies that are being incorporated into organizations at ever-increasing rates are expert systems and multimedia. While these technologies have developed independently, they possess capabilities that make them highly suitable for integration with each other. This article examines an integrated application, developed by the city of Los Angeles's Information Systems Department, that supports help desk assistance provided to a variety of computerized city departments. This operational system, which was developed using a commercial expert system shell, is examined to demonstrate the usefulness and advantages of expert system and multimedia integration. Multimedia support is provided by hypertext-based searches of catalogs and manuals and by imaging technology to assist help desk employees in analyzing situations and providing recommended solutions. Results achieved indicate that the system offers advantages over prior help desk methods in improved productivity and quality of assistance provided. In addition, training is faster and employee satisfaction is higher. © 1994.