Paper Info
Title
Multimedia Chat for Helpdesks: A Requirements Study, a Practical SOA Architecture, and an Interface Prototype
Abstract
In this work we study the actual requirements of amultimedia chat system for helpdesks by quantifying theverbal imagery communication in 115 real transcripts. Thedata shows that in chats which use verbal imagery, itcorresponds to about 25% of the total time, most of it(75%) coming from the agent. These results clearly showthat multimedia support for contact center chat systems iscalled for. But unlike in personal chat systems, the existing3rd party chat services for helpdesk centers are text-basedonly. To circumvent this issue, an innovative, practicalSOA-based chat system architecture is proposed in thispaper that creates multimedia chat services bydecomposition and re-composition of the services from anexisting 3rd party text-based helpdesk chat product. OurSOA architecture implements uniquely a session-basedinteractive mashup mechanism and bundles it to theprevious operations in the same chat session. However, tobe effective in the context of technical support, amultimedia chat system must be provided with user andagent interfaces which address the distinctive aspects oftechnical support communication and imagery use in theconversations. We present an interface prototype thataddress those issues through the use of persistent imagery,linking instructions and imagery, use of common images,and easy screen sharing.
Year
DOI
Venue
2009
10.1109/ISORC.2009.14
ISORC
Keywords
Field
DocType
interface prototype,personal chat system,practical soa architecture,amultimedia chat system,multimedia chat,imagery use,practicalsoa-based chat system architecture,persistent imagery,multimedia chat services bydecomposition,chat session,helpdesk chat product,existing3rd party chat service,contact center chat system,requirements study,service oriented architecture,media,graphical user interfaces,user interfaces,distributed computing,mashups,software architecture,routing,multimedia,system architecture,prototypes,soa
Computer science,Real-time computing,Graphical user interface,Systems architecture,Technical support,Distributed computing,Mashup,World Wide Web,Architecture,Software architecture,User interface,Multimedia,Service-oriented architecture
Conference
Citations 
PageRank 
References 
0
0.34
7
Authors
4
Name
Order
Citations
PageRank
Zon-yin Shae120621.12
Tony Bergstrom217913.92
Claudio Pinhanez314223.76
Mark Podlaseck430131.31