Title :
The application of expert systems in customer support
Author_Institution :
Desktop Strategies, Los Altos, CA, USA
Abstract :
The author discusses the increasing use of expert system technology in the customer support area. She provides an introduction to expert systems, and considers examples of customer support applications. Many companies have already begun experimenting with expert systems in their customer support effort. The two companies discussed, are Xerox and Symbolics, utilize expert systems technology for product types which range from reasonably simple to fairly complex
Keywords :
commerce; expert systems; marketing data processing; Symbolics; Xerox; customer support; expert system technology; Artificial intelligence; Books; Data processing; Debugging; Diagnostic expert systems; Expert systems; Marketing and sales; Monitoring; Space technology; Turning;
Conference_Titel :
Engineering Management Conference, 1990. Management Through the Year 2000 - Gaining the Competitive Advantage, 1990 IEEE International
Conference_Location :
Santa Clara, CA
DOI :
10.1109/IEMC.1990.201262
