Analysis and Design of Multiagent Systems Using MAS-Common KADS
ATAL '97 Proceedings of the 4th International Workshop on Intelligent Agents IV, Agent Theories, Architectures, and Languages
A Hierarchical Use Case Model with Graphical Representation
ECBS '96 Proceedings of the IEEE Symposium and Workshop on Engineering of Computer Based Systems
Essentials of Knowledge Management (Essentials Series)
Essentials of Knowledge Management (Essentials Series)
UML for real
Consolidating diagram types from several agent-oriented methodologies
Proceedings of the 2010 conference on New Trends in Software Methodologies, Tools and Techniques: Proceedings of the 9th SoMeT_10
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In recent years, call centers have gained popularity as cost-effective avenues for selling and servicing customers and the primary way of interacting with them. By applying knowledge management solution, we can meet call centers' challenges and gain benefits of reduced training costs, improved call handling and greater flexibility. This paper describes a solution to agent mediated knowledge management system in call centers using MAS-CommonKADS methodology. We presented all models required for developing the multi agent system. Applying multi-agent approach to knowledge management can cope with features such as distribute nature of knowledge, high changing environment, flexibility and openness. We have found the application of MAS-CommonKADS useful for agent mediated knowledge management applications.