An Adaptive Hypermedia System for Improving an Organization’s Customer Support

Timothy R. Schmoyer, Bernard James Jansen

Research output: Contribution to journalArticlepeer-review

Abstract

Using the paradigm of adaptive hypermedia along with usability design techniques, an we developed an adaptive hypermedia system was developed that automated the customer support tasks of an organization charged with the maintenance and upkeep of a large governmental building. We present the theoretical underpinnings of the system, the design methodology, along with the development and implementation of the system. The system is currently in use, resulting in positive improvements in organizational support to the customer. The system has been so successful that plans are currently under way to expand the implementation of the system to other locations. We discuss our current and on-going improvements to the system, which include the introduction of software agents and voice technology.
Original languageEnglish
Number of pages6
JournalWebNet Journal: Internet Technologies, Applications & Issues
Volume2
Issue number4
Publication statusPublished - 2000
Externally publishedYes

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