The Federal Express Help Desk Expert System

The Federal Express Help Desk Expert System is a joint effort between AT&T and Federal Express with resources and responsibilities being equally shared by the two companies. A centralized help desk, located in Memphis, Tennessee, has the responsibility of troubleshooting network communications problems for Federal Express' DADS (Digitally Assisted Dispatch System) family of networks. An expert system is being developed to help the troubleshooter diagnose problems more quickly as well as to serve as a training aid to new troubleshooters.