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International Conference on Practical Applications of Agents and Multi-Agent Systems

PAAMS 2013: Advances on Practical Applications of Agents and Multi-Agent Systems pp 292–295Cite as

ArgCBR-CallCentre: A Call Centre Based on CBR Argumentative Agents

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Part of the book series: Lecture Notes in Computer Science ((LNAI,volume 7879))

Abstract

A good customer support service helps companies to differentiate themselves from competitors. Usually, this service is provided through a call centre that receives the users’ incidences. In a call centre, there are technicians that provide customers with technical assistance. In this work, we present a call centre application deployed by using a web interface that acts as a frontend of a case-based argumentation infrastructure running on a multi-agent platform. With this application, agents representing technicians can argue to reach agreements and jointly solve incidences.

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References

  1. Heras, S., Jordán, J., Botti, V., Julián, V.: Argue to Agree: A Case-Based Argumentation Approach. International Journal of Approximate Reasoning 54(1), 82–108 (2013)

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  2. Heras, S., Jordán, J., Botti, V., Julián, V.: Case-based Strategies for Argumentation Dialogues in Agent Societies. Information Sciences 223(20), 1–30 (2013)

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  3. Roth-Berghofer, T.R.: Learning from homer, a case-based help-desk support system, pp. 88–97 (2004)

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  4. Watson, I.: Applying case-based reasoning. Techniques for enterprise systems. Morgan Kaufmann Pusblishers, Inc. (1997)

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Author information

Authors and Affiliations

  1. Departamento de Sistemas Informáticos y Computación, Universitat Politècnica de València, Camino de Vera s/n, 46022, Valencia, Spain

    Jaume Jordán, Stella Heras, Soledad Valero & Vicente Julián

Authors
  1. Jaume Jordán
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  2. Stella Heras
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  3. Soledad Valero
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  4. Vicente Julián
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Editor information

Editors and Affiliations

  1. Centre National de la Recherche Scientifique, 110 av. de la Chimie, 38041, Grenoble, France

    Yves Demazeau

  2. Department of Social Informatics, Kyoto University, Yoshida-Honmachi, 606-8501, Sakyo-Ku, Kyoto, Japan

    Toru Ishida

  3. Universidad de Salamanca, Plaza de la Merced S/N, 37008, Salamanca, Spain

    Juan M. Corchado

  4. Universidad Politécnica de Madrid, Campus Montegancedo, 28660, Boadilla del Monte, Madrid, Spain

    Javier Bajo

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© 2013 Springer-Verlag Berlin Heidelberg

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Cite this paper

Jordán, J., Heras, S., Valero, S., Julián, V. (2013). ArgCBR-CallCentre: A Call Centre Based on CBR Argumentative Agents. In: Demazeau, Y., Ishida, T., Corchado, J.M., Bajo, J. (eds) Advances on Practical Applications of Agents and Multi-Agent Systems. PAAMS 2013. Lecture Notes in Computer Science(), vol 7879. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-38073-0_30

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  • DOI: https://doi.org/10.1007/978-3-642-38073-0_30

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-38072-3

  • Online ISBN: 978-3-642-38073-0

  • eBook Packages: Computer ScienceComputer Science (R0)

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