ESCFE: expert system for customer facing environments

Author

Houghton, T. ; Gardner, M. ; Gould, P.

Author_Institution

British Telecom Res. Lab., Ipswich, UK

Volume

9

Issue

4

fYear

1991

fDate

5/1/1991 12:00:00 AM

Firstpage

617

Lastpage

625

Abstract

ServiceCentres are purpose-built units where British Telecom (BT) staff provide a single point of contact to BT´s largest customers. They provide information on all queries relating to product availability, ordering, job progression, and fault finding. ESCFE is a prototype expert system which supports ServiceCentre staff in the three-way dialog between BT staff, the customer, and BT computer systems (both local and remote). It is designed to be user-friendly to both BT staff and customers, and to provide quality customer service by promoting a professional image and efficient customer handling. It is essentially an intelligent interface on top of existing system functionality, which allows the user to receive structured dialog support in dealing with a customer request

Keywords

expert systems; telecommunication services; user interfaces; BT; British Telecom; ESCFE; ServiceCentres; computer systems; customer facing environments; customer service; expert system; fault finding; intelligent interface; job progression; ordering; product availability; structured dialog support; Business communication; Companies; Customer service; Databases; Expert systems; Intelligent structures; Management training; Marketing and sales; Prototypes; Telecommunications;

fLanguage

English

Journal_Title

Selected Areas in Communications, IEEE Journal on

Publisher

ieee

ISSN

0733-8716

Type

jour

DOI

10.1109/49.81957

Filename

81957