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A Multi-channel Application Framework for Customer Care Service Using Best-First Search Technique

Adeyeye, O.M. and Atayero, A. A. (2007) A Multi-channel Application Framework for Customer Care Service Using Best-First Search Technique. 3GSM & Mobile Computing: An Emerging Growth Engine for National Development. pp. 113-123.

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Abstract

It has become imperative to find a solution to the dissatisfaction in response by mobile service providers when interacting with their customer care centres. Problems faced with Human to Human Interaction (H2H) between customer care centres and their customers include delayed response time, inconsistent solutions to questions or enquires and lack of dedicated access channels for interaction with customer care centres in some cases. This paper presents a framework and development techniques for a multi-channel application providing Human to System (H2S) interaction for customer care centre of a mobile telecommunication provider. The proposed solution is called Interactive Customer Service Agent (ICSA). Based on single-authoring, it will provide three media of interaction with the customer care centre of a mobile telecommunication operator: voice, phone and web browsing. A mathematical search technique called Best-First Search to generate accurate results in a search environment

Item Type: Article
Subjects: Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions: Faculty of Engineering, Science and Mathematics > School of Electronics and Computer Science
Depositing User: Mr Solomon Bayoko
Date Deposited: 16 Jan 2014 11:08
Last Modified: 16 Jan 2014 11:08
URI: http://eprints.covenantuniversity.edu.ng/id/eprint/2034

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