Citation:
Shah, S.; Roy, R.; Tiwari, A.; Majeed, B.; Customised Customer Support Using a Soft Computing Approach. Proceedings of the 2005 International Conference on Computational Intelligence for Modelling, Control and Automation, and International Conference on Intelligent Agents, Web Technologies and Internet Commerce (CIMCA-IAWTIC’05) IEEE Computer Society, Vol 1, 28-30 Nov. 2005, pp 939 - 945
Abstract:
This paper describes the research and development of a methodology to identify
the type of information required by the service advisor (CSA) within customer
contact centre (CCC) environment. Data was collected through case studies
carried out within five customer contact centres to derive the categories for
customers and advisors based on demographic, experience, business value and
behavioural attributes. We provide the methodology to develop a fuzzy expert
system which assigns a new customer or advisor to the predefined categories. The
authors have explained the steps which were followed for the development of the
fuzzy expert system. A prototype system has been designed and developed to
identify the type of customer and CSA based on the demographic, experience and
behavioural attributes. The authors illustrate analysis with real data, based on
the work with large scale customer contact centres. Validation of the
information requirement model was carried out at the contact centres.