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ESCFE: expert system for customer facing environments

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3 Author(s)
Houghton, T. ; British Telecom Res. Lab., Ipswich, UK ; Gardner, M. ; Gould, P.

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

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Selected Areas in Communications, IEEE Journal on  (Volume:9 ,  Issue: 4 )