Methods and tools for developing information support for technical support services and prototyping software solutions
Students Name: Polizhak Yurii Mykolaiovych
Qualification Level: master (ESP)
Speciality: Computer Sciences
Institute: Institute of Computer Science and Information Technologies
Mode of Study: full
Academic Year: 2024-2025 н.р.
Language of Defence: ukrainian
Abstract: The purpose of this master’s thesis is to develop a prototype of a technical support service software system designed to organize and manage the process of providing expert video consultations. The system supports the interaction between users requiring expertise and conditional experts in various fields.The functionality of the developed system includes: - Registration and authentication of users (clients) and experts. - Management of user and expert profiles, including personal data and, for experts, information on specialization and availability. - Initiate and conduct real-time video conferences between users and experts. - Create and manage personalized text notes for users and experts. - Saving and viewing the history of video consultations, including information about participants, time, and duration. - Manage the catalog of experts, their affiliation with companies, and display their current availability status. - Informing users and experts about news and updates to the platform. As part of the work, a system architecture was developed to ensure effective interaction between platform participants and management of relevant data To develop the backend of the “ExpertLink” software system, the Node.js platform was chosen using the Express.js framework. Interaction with the database is implemented using the Mongoose library for the MongoDB non-relational database management system. The React.js library was chosen to develop the client side (frontend) of the software system. The results of the work can be used to improve and further implement the software solution on the market. Relevance of the study: The current stage of the digital transformation of society is characterized by an exponential increase in the number of online services due to the globalization of information flows and the integration of IoT devices into everyday processes. According to Gartner (2023) Forecast: IoT Endpoints, Worldwide, the number of Internet-connected devices has exceeded 25 billion, which creates new challenges for technical support systems, including the need to automate scalable operations and adapt to heterogeneous environments. The growing number of users of online services and IoT devices is driving organic demand for maintenance of these objects. Large companies are able to partially satisfy the demand for their product support, but small and medium-sized businesses expect to use third-party resources. The purpose of the study: To investigate modern methods and tools for developing information support for the technical support service, determine their effectiveness and limitations, and develop a prototype software solution aimed at optimizing customer service processes. Object of research: Technical support processes, information systems, and software solutions that support customer service operations. Subject of research: Methods, tools and technologies for developing information support for the technical support service, in particular for the implementation of: - system architecture design; - prototyping interfaces and functionality; - evaluating the effectiveness of software solutions in the context of technical support. Research objectives: ? To characterize the research object (technical support processes and information systems) and formulate the task statement for the service. ? To analyze existing IT solutions in the field of online technical support, highlighting the advantages, disadvantages and development trends. ? Conduct a systematic analysis of user needs and business requirements to make an informed choice: o architectural approaches; o development tools (React, Node.js, MongoDB); o algorithms for interaction of system components. ? Develop a prototype of an integrated software system that includes: o User management module: ? implementation of registration/authentication via JWT; ? differentiation of access rights based on organizational affiliation. ? Client interface: o UI/UX design using React (chat pages, request status bar, interactive forms); o integration of real-time communication (WebSockets or Socket.io). ? Test the functionality of the system on real interaction scenarios by evaluating: o API performance; o the operability of the interfaces. Scientific results: Key deliverables include: 1. Model of secure user identification a. Implementation of the registration/authentication module using JWT (JSON Web Tokens), which provides: i. cryptographic data protection; ii. differentiation of access levels based on organizational affiliation; iii. compliance with GDPR standards for personal data processing. 2. Real-time system architecture for communication a. Implementation of a WebRTC-based video conferencing and screen broadcasting mechanism (using JitsiAPI), which i. provides low latency data transfer (<200 ms); ii. integrates with interactive screen annotation tools (markers, highlighting areas). 3. Optimized data management system a. Use of MongoDB in the context of technical support: i. flexibility of data schema for storing various types of information (session logs, expert performance metrics); ii. speed of sampling due to aggregation pipelines and indexing; 4. UI/UX strategy focused on the end user a. React-based interface development with a focus on: i. minimalist design with contextual cues; ii. adaptability to mobile devices; List of sources for researching the subject area: 1. Mahmoud H., Abozariba R. (2024). “A systematic review on WebRTC for potential applications and challenges beyond audio video streaming”, Multimedia Tools and Applications, vol. 84 (2025), pp. 2909-2946. Access mode to the resource: https://link.springer.com/article/10.1007/s11042-024-20448-9#:~:text=Video%20conferencing%20and%20live%20streaming,investigates%20a%20detailed%20analysis%20of 2. Olkhovska O. V. et al. (2023). “Development of a Telegram chatbot for providing technical support in the field of tourism services”, Tavriyskyi naukovyi vestnik. Series: Technical Sciences” No. 6 (2023). Access mode to the resource: https://journals.ksauniv.ks.ua/index.php/tech/article/view/496/459. 3. William P. et al. (2023). “Framework for Design and Implementation of Chat Support System using Natural Language Processing”, Proceedings of the 4th International Conference on Intelligent Engineering and Management (ICIEM 2023). Access mode to the resource: https://www.researchgate.net/publication/372129082_Framework_for_Design_and_Implementation_of_Chat_Support_System_using_Natural_Language_Processing#:~:text=aims%20at%20%20developing%20,chatbot%20called%20%E2%80%98Anjore%E2%80%99%20%20for. 4. Singh V., Holt L. (2013). “Online Technical Support: How It Works and Why It Fails?”, Proceedings of the Hawaii International Conference on System Sciences (HICSS-46), 2013. Access mode to the resource: https://ieeexplore.ieee.org/abstract/document/6480228. 5. Kern D., Te?mann M. (2023). Client-Based Distributed Video Conferencing via WebRTC. Journal of Advances in Information Technology, 14(1), 1-9. Access mode to the resource: https://www.jait.us/show-227-1309-1.html. 6. Rahaman M.H. (2015). A Survey on Real-Time Communication for Web. Scientific Research Journal, 3(7), 39-45. Access mode to the resource: https://www.scirj.org/papers-0715/scirj-P0715273.pdf. 7. Sadhu A.K.R. et al. (2024). Enhancing Customer Service Automation and User Satisfaction: An Exploration of AI-powered Chatbot Implementation within Customer Relationship Management Systems. Journal of Computational Intelligence & Robotics, 4(1), 103-123. Access mode to the resource: https://thesciencebrigade.com/jcir/article/view/249 The work consists of 93 pages, 4 sections.