Open Source Development of an Automated Technical Support Tool
Track: Bonus Business
Date: Thursday, July 20
HandsFree Networks leverages open source development to provide technology that is designed to embed automated problem resolution in software and hardware products. The initial product
based on this technology is an automated technical support for small business and home networks. The first level of customer support encompasses detecting and resolving the vast majority of problems, the ones whose causes
and resolutions are already known, though perhaps not to the end-user. Problems not handled this way are escalated to higher levels involving sophisticated problem solving. Most first-level customer support can be automated, with the Internet serving as
the delivery infrastructure. In this presentation, we describe a system for detecting, resolving, and escalating such problems automatically. The architecture of the system makes it ideal for open source development because symptom/solution sets are
stored in the knowledge base as independent executable code modules.
We discuss the innovative design features of the system along with
examples of symptom/solution actions and how to use it. Finally, we describe our development environment, and review some early results with developers and customers.