Abstract
In this paper, a new CBR system for Technology Management Centers is presented. The system helps the staff of the centers to solve customer problems by finding solutions successfully applied to similar problems experienced in the past. This improves the satisfaction of customers and ensures a good reputation for the company who manages the center and thus, it may increase its profits. The CBR system is portable, flexible and multi-domain. It is implemented as a module of a help-desk application to make the CBR system as independent as possible of any change in the help-desk. Each phase of the reasoning cycle is implemented as a series of configurable plugins, making the CBR module easy to update and maintain. This system has been introduced and tested in a real Technology Management center ran by the Spanish company TISSAT S.A.
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Barberá, S.H. et al. (2006). CBR Model for the Intelligent Management of Customer Support Centers. In: Corchado, E., Yin, H., Botti, V., Fyfe, C. (eds) Intelligent Data Engineering and Automated Learning – IDEAL 2006. IDEAL 2006. Lecture Notes in Computer Science, vol 4224. Springer, Berlin, Heidelberg. https://doi.org/10.1007/11875581_80
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DOI: https://doi.org/10.1007/11875581_80
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-45485-4
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