外文文献—自助服务.docVIP

附录I 英文翻译 第一部分 英文原文 1 Self-service Self service is the practice of serving oneself, usually when purchasing items. Common examples include many gas stations, where the customer pumps their own gas rather than have an attendant do it (full service is required by law in New Jersey and Oregon but is the exception rather than the rule elsewhere). Automatic Teller Machines (ATMs) in the banking world have also revolutionized how people withdraw and deposit funds; most American stores, where the customer uses a shopping cart in the store, placing the items they want to buy into the cart and then proceeding to the checkout counter/aisles; or at buffet-style restaurants, where the customer serves their own plate of food from a large, central selection. Self-service is a version of electronic support that allows customers to access information and perform routine tasks over the Internet. More and more frequently, businesses are implementing self-service applications to improve their customer service and reduce costs. Browse these buzzwords and brush up on key self-service definitions and terms. 2 Self-service software Self service software is a subset within the knowledge management software category and which contains a range of software that specializes in the way information, process rules and logic are collected, framed within an organized taxonomy, and accessed through decision support interviews. Self-service software allows people to secure answers to their inquiries and/or needs through an automated interview fashion instead of traditional search approaches. Self-service software allows authors (typically subject-matter experts) to readily automate the deployment of, the timeliness of, and compliance around a variety of processes with which they are involved in communicating without having to physically address the questions, needs, and solicitations of end-users who are inquiring about the particular process being automated. Self-service software primarily addresses