ESCFE: expert system for customer facing environments

ServiceCentres are purpose-built units where British Telecom (BT) staff provide a single point of contact to BT´s largest customers. They provide information on all queries relating to product availability, ordering, job progression, and fault finding. ESCFE is a prototype expert system which supports ServiceCentre staff in the three-way dialog between BT staff, the customer, and BT computer systems (both local and remote). It is designed to be user-friendly to both BT staff and customers, and to provide quality customer service by promoting a professional image and efficient customer handling. It is essentially an intelligent interface on top of existing system functionality, which allows the user to receive structured dialog support in dealing with a customer request