By Topic

A context-aware smart-call-center solution: Improving customer service for online games

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$31 $31
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

5 Author(s)
Luo, L. ; IBM Research Division, IBM China Laboratory, Building 19, Zhongguancun Software Park, 8 Dongbeiwang West Road, Haidian District, Beijing 100094, China ; Liu, J. ; Shao, L. ; Lu, W.
more authors

Call centers play an important role in the online game industry, using automatic call navigation, information integration, and human agent communication to provide interactive services to assist customers. The unique nature of the online game experience has led to new requirements for the call center communication model. In this paper, we propose a context-aware smart-call-center solution which increases customer satisfaction and provides cost savings to online game operators. By leveraging VoIP (voice over Internet Protocol) technology and transmitting contextual information for the player and the game, the smart call center enables a context-aware service capability, helping call-center agents to provide efficient customer support and reducing overall service time and the number of call-center agents. In addition to games, the smart-call-center implementation described in this paper can be used in various solutions that provide instant assistance to customers of online businesses.

Note: The Institute of Electrical and Electronics Engineers, Incorporated is distributing this Article with permission of the International Business Machines Corporation (IBM) who is the exclusive owner. The recipient of this Article may not assign, sublicense, lease, rent or otherwise transfer, reproduce, prepare derivative works, publicly display or perform, or distribute the Article.  

Published in:

IBM Systems Journal  (Volume:45 ,  Issue: 1 )