Towards automated customer self-help

Autor:	G. Ducatel, Z. Cui, B. Azvine, M. Thint, B. Assadian
Rok vydání:	2006
Předmět:	Voice of the customer Customer retention Process management Customer advocacy Computer Networks and Communications Computer science Customer reference program Electrical and Electronic Engineering Customer to customer Customer intelligence Field (computer science) Management Call centre
Zdroj:	BT Technology Journal. 24:96-106
ISSN:	1573-1995 1358-3948
Popis:	Customer self-help is a major driver for business today because it provides 24/7 services at a fraction of the cost of call centre agents. However, despite the proliferation of self-help sites, most customer self-help sites have attracted few customers. This paper discusses where advanced technologies could help to improve the situation. We also outline our vision of future customer contact centres and challenges. Finally we present two advanced proof-of-concept demonstrators towards automated customer self-help. The first one has now been under trial with BT field engineers.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::147e331dbb38c8d4702a18bea9146185 https://doi.org/10.1007/s10550-006-0025-x Zobrazit plný text záznamu Full text from SpringerLink