Abstract
This work presents a system for customer support that integrates case-based reasoning functionalities with an argumentation framework for agent societies. This integration allows to automatically engage in agreement processes to decide the best solution to apply to solve an incidence that has been received in a call center. In this way, the quality of the response would be increased and the company running the call center can take advantage over its competitors in the market.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Abraham, A., Corchado, E., Corchado, J.M.: Hybrid learning machines. Neurocomputing 72(13-15), 2729–2730 (2009)
Acorn, T., Walden, S.: Smart: Support management automated reasoning technology for compaq customer service. vol. 4, pp. 3–18 (1992)
Artikis, A., Sergot, M., Pitt, J.: Specifying norm-governed computational societies. ACM Transactions on Computational Logic 10(1) (2009)
Bench-Capon, T., Atkinson, K.: Abstract Argumentation and Values. In: Argumentation in AI, pp. 45–64 (2009)
Corchado, E., Abraham, A., Carvalho, A.C.: Hybrid intelligent algorithms and applications. Information Science 180(14), 2633–2634 (2010)
Dignum, V.: PhD Dissertation: A model for organizational interaction: based on agents, founded in logic. Ph.D. thesis (2003)
Heras, S., García-Pardo, J.A., Ramos-Garijo, R., Palomares, A., Botti, V., Rebollo, M., Julian, V.: Multi-domain case-based module for customer support. Expert Systems with Applications 36(3), 6866–6873 (2009)
Kolodner, J.: Case-based Reasoning (1993)
Roth-Berghofer, T.R.: Learning from homer, a case-based help-desk support system, pp. 88–97 (2004)
Watson, I.: Applying case-based reasoning. Techniques for enterprise systems. Morgan Kaufmann Pusblishers, Inc., San Francisco (1997)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2011 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Jordán, J., Heras, S., Valero, S., Julián, V. (2011). An Argumentation Framework for Supporting Agreements in Agent Societies Applied to Customer Support. In: Corchado, E., Kurzyński, M., Woźniak, M. (eds) Hybrid Artificial Intelligent Systems. HAIS 2011. Lecture Notes in Computer Science(), vol 6678. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-21219-2_50
Download citation
DOI: https://doi.org/10.1007/978-3-642-21219-2_50
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-21218-5
Online ISBN: 978-3-642-21219-2
eBook Packages: Computer ScienceComputer Science (R0)