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Senior Project - Project GS


Voice Automated Help Desk

Senior Project: 2005-2006
Hong Choi, Byung (Brian) Lee, Daniel Pak, Young Park and Eun Song
Boulder, CO

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
Trouble Ticketing Administration
Frequently Asked Question Administration
Frequently Asked Question Administration
User Management
User Management
User Detail
User Detail
See also:
Department of Computer Science
College of Engineering and Applied Science
University of Colorado Boulder
Boulder, CO 80309-0430 USA
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