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Knowledge representations for the interactive selling of financial services

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Abstract

Selling financial services requires deep knowledge about the product domain as well as about potential wishes and needs of customers. In the financial services domain (especially in the retail sector) sales representatives can differ greatly in their expertise and level of sales knowledge. Therefore financial service providers ask for tools effectively supporting sales representatives in the dialog with the customer. In this paper we present technologies which allow a flexible mapping of product, marketing and sales knowledge to the representation of a recommender knowledge-base thus providing an infrastructure for the interactive selling of financial services. Furthermore, we report experiences gained from financial service recommender development projects.

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Notes

  1. Parts of CWAdvisor have been implemented within the scope of the project Koba4MS (Knowledge-based Advisors for Marketing and Sales) which is funded by the Austrian Research Fund (FFG-808479).

  2. See e.g. http://www.sun.java.com

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Acknowledgments

This work is partly funded by grants from the Austrian Research Fund (FFF-808479), the Austrian Central Bank, OeNB, No. 9706, and from the Kärntner Wirtschaftsförderungsfonds.

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Authors and Affiliations

  1. Computer Science in Production, Operation and Management, University Klagenfurt, Universitätsstrasse 65-67, 9020, Klagenfurt, Austria

    Alexander Felfernig, Gerold Kreutler, Thomas Kruggel & Erich Teppan

  2. ConfigWorks, Lakeside B01, 9020, Klagenfurt, Austria

    Alexander Felfernig & Klaus Isak

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  1. Alexander Felfernig
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  2. Klaus Isak
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  3. Gerold Kreutler
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  4. Thomas Kruggel
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  5. Erich Teppan
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Correspondence to Alexander Felfernig.

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Felfernig, A., Isak, K., Kreutler, G. et al. Knowledge representations for the interactive selling of financial services. ISeB 5, 143–166 (2007). https://doi.org/10.1007/s10257-006-0042-9

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