CSE498, Collaborative Design, Spring 2016
Computer Science and Engineering
Michigan State University

General Motors is a multinational automotive company that sells vehicles in over 120 countries worldwide. Headquartered in Detroit, Michigan, GM produces nearly ten million vehicles per year and employs over 210,000 people.

GM’s Global Service Desk (GSD) provides information technology (IT) support to GM employees worldwide. With so many employees, GSD handles a large volume of trouble tickets every day, which sometimes results in long wait times and lost productivity.

Our IT Expert Live Help system provides GM employees with an alternative to the current GSD system. When IT help is needed, an GM employee can use our app to search for a self-help article to fix the problem themselves or they can request immediate help from a volunteer IT expert.

When assistance from a volunteer expert is requested, our app locates an available expert and initiates a Skype call between the person requesting help and the IT expert.

Using Skype, participants can video chat, exchange texts and images such as screen shots. At the conclusion of the help call, users can rate their experience.

Volunteer IT experts manage their availability via our companion web app. They can edit their areas of expertise, their hours of availability and their current availability status.

Our IT Expert Live Help mobile and web apps are written in Swift and JavaScript, respectively, interfacing with a SQL database.