Abstract
The project described in this paper applies the principles of adaptivity to a “traditional” Call Center in order to support the Operator in the interaction with the Customer. The system uses the models of both the Customer and the Operator and builds up the stepwise answer through an adaptive workflow.
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© 2002 Springer-Verlag Berlin Heidelberg
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Torre, I. (2002). Users Modeling for Adaptive Call Centers. In: De Bra, P., Brusilovsky, P., Conejo, R. (eds) Adaptive Hypermedia and Adaptive Web-Based Systems. AH 2002. Lecture Notes in Computer Science, vol 2347. Springer, Berlin, Heidelberg. https://doi.org/10.1007/3-540-47952-X_93
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DOI: https://doi.org/10.1007/3-540-47952-X_93
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