Voice Automated Help Desk
Senior Project: 2005-2006
Gold Systems is a Boulder-based company specializing in voice automation
software to help companies leverage their investment in technology to improve
customer service and to automate costly business processes. Gold Systems helps
other companies to serve their customers efficiently with tools such as a
password reset application, V-Dialer, Vonetix Product Suite, and Gold Voice
Tools.
The goal of this project was to create a voice automated help desk. This
includes allowing a user to navigate and get answers to Frequently Asked
Questions (FAQs) via a telephone. It also includes voice management of trouble
tickets, in which customers can open a trouble ticket and record a description
of their problem for a technician to investigate when they become available.
A web-based administration system is provided to keep track of customers,
as well as to manage the FAQs and trouble tickets, including the ability
to record responses to customers who filed a trouble ticket.
 Trouble Ticketing Administration
Frequently Asked Question Administration
User Management
User Detail
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