Expert system applications in customer service

Abstract

The competitive edge of using expert system technology is beginning to have an impact on the marketplace. Described here are applications of expert system technology to customer service and many of the ideas presented here are applicable to other areas of business as well. This project was accomplished in cooperation with the Customer Service Department of a major U.S. chemical company, and this paper describes the design, implementation, and results of a diagnostic expert system prototype and the design of an Expert Inquiry Handler for customer service. The prototype design was based on a previously successful design by the authors, and the Expert Inquiry Handler design addresses what it means to do intelligent inquiry handling in customer service and how an Expert Inquiry Handler interfaces with its resources (data base and people) to accomplish its job.