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Human factors involvement in bringing the power of AI to a heterogeneous user populationThe Human Factors involvement in developing COMPAQ QuickSolve, an electronic problem-solving and information system for Compaq's line of networked printers, is described. Empowering customers with expert system technology so they could solve advanced networked printer problems on their own was a major goal in designing this system. This process would minimize customer down-time, reduce the number of phone calls to the Compaq Customer Support Center, improve customer satisfaction, and, most importantly, differentiate Compaq printers in the marketplace by providing the best, and most technologically advanced, customer support. This represents a re-engineering of Compaq's customer support strategy and implementation. In its first generation system, SMART, the objective was to provide expert knowledge to Compaq's help desk operation to more quickly and correctly answer customer questions and problems. QuickSolve is a second generation system in that customer support is put directly in the hands of the consumers. As a result, the design of QuickSolve presented a number of challenging issues. Because the produce would be used by a diverse and heterogeneous set of users, a significant amount of human factors research and analysis was required while designing and implementing the system. Research that shaped the organization and design of the expert system component as well.
Document ID
Document Type
Conference Paper
Czerwinski, Mary
(Compaq Computer Corp. Houston, TX, United States)
Nguyen, Trung
(Compaq Computer Corp. Houston, TX, United States)
Date Acquired
September 6, 2013
Publication Date
January 1, 1994
Publication Information
Publication: NASA. Johnson Space Center, Seventh Annual Workshop on Space Operations Applications and Research (SOAR 1993), Volume 2
Subject Category
Computer Programming And Software
Accession Number
Distribution Limits
Work of the US Gov. Public Use Permitted.
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