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Johan Aberg: Live Help Systems:

Johan Aberg: Live Help Systems: An Approach to Intelligent Help for Web Information Systems
Our research approach to online help for Web site users is the introduction and study of what we call live help systems. A live help system is an intelligent help system which integrates human experts in the process of advice giving by allowing users to communicate with dedicated expert assistants through the help system. Traditional fully automatic intelligent help systems have several common problems. For example, there are problems with large system complexity, knowledge engineering bottlenecks, and credibility. We hypothesise that live help systems, offer a solution to these problems.
(via InfoDesign)

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