ITSWiKi: A Self-Service Technical Support System

This paper presents ITSWiKi, a web-based self-service technical support system developed for ITS Express, a leading courier company in Sri Lanka. The system integrates a searchable knowledge base with a Natural Language Processing (NLP)-powered chatbot to help employees independently resolve common software and hardware issues. The platform reduces the burden on the technical support team, improves problem resolution times, and fosters employee autonomy. A survey conducted with 120 employees indicated strong support and high anticipated usage. ITSWiKi was developed using PHP, MySQL, HTML, CSS, JavaScript, and Python-based NLP techniques. This work contributes to the advancement of efficient internal support systems in mid-sized enterprises, particularly in logistics and service industries.