Citation:
Satya Shah, Rajkumar Roy and Ashutosh Tiwari, Development of fuzzy expert system for customer and service advisor categorisation within contact centre environment. 10th World Online Conference on Soft Computing in Industrial Applications, Sep 2004, Springer Series: Applications of Soft Computing : Recent Trends Series: Advances in Soft Computing, Vol. 36, Tiwari, A.; Knowles, J.; Avineri, E.; Dahal, K.; Roy, R.; Editors
Abstract:
In this paper, we describe the research and development of a fuzzy expert system
methodology for categorising customer and customer service advisor (CSA) within
customer contact centre (CCC) environment. On the basis of data collected
through case studies carried out within customer contact centre, two step
clustering analysis within SPSS was used to derive the categories for customers
and advisors based on demographic, experience, business value and behavioural
attributes. The fuzzy expert system assigns a new customer or advisor to the
pre-defined categories and provides the corresponding membership values given
into the system using fuzzy logic. The author has 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. Experimental results are
provided and the methodology is validated within the case study approach.