Artificial intelligence: a modern approach
Artificial intelligence: a modern approach
Agent-oriented technology in support of e-business
Communications of the ACM
Crawlets: Agents for High Performance Web Search Engines
MA '01 Proceedings of the 5th International Conference on Mobile Agents
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Mobile Agents: Basic Concepts, Mobility Models, and the Tracy Toolkit
Mobile Agents: Basic Concepts, Mobility Models, and the Tracy Toolkit
Developing Multi-Agent Systems with JADE (Wiley Series in Agent Technology)
Developing Multi-Agent Systems with JADE (Wiley Series in Agent Technology)
Mamdani fuzzy logic controller with mobile agents for matching
NN'10/EC'10/FS'10 Proceedings of the 11th WSEAS international conference on nural networks and 11th WSEAS international conference on evolutionary computing and 11th WSEAS international conference on Fuzzy systems
A mobile agents system for intelligent data analysis
MMACTEE'09 Proceedings of the 11th WSEAS international conference on Mathematical methods and computational techniques in electrical engineering
A spoken question answering system based on conditional knowledge
ICCOMP'10 Proceedings of the 14th WSEAS international conference on Computers: part of the 14th WSEAS CSCC multiconference - Volume I
An approach for contextual translation based on semantic schemas
ICCOMP'10 Proceedings of the 14th WSEAS international conference on Computers: part of the 14th WSEAS CSCC multiconference - Volume I
A multi-agent approach for adaptive virtual organization using JADE
ICAIS'11 Proceedings of the Second international conference on Adaptive and intelligent systems
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The explosion of multimedia data, the continuous growth in computing power, and advances in machine learning and speech and natural language processing are making it possible to create a new breed of virtual intelligent agents capable of performing sophisticated and complex tasks that are radically transforming contact centers. These virtual agents are enabling ubiquitous and personalized access to communication services from anywhere. As contact centers grow and become more complex in their function and organization, the knowledge processes become more formal to ensure consistency of advice and efficiency. This paper suggests a multi-agent approach for distributed knowledge processing and discusses the use of enhanced mobile agent architecture (EMA) [12] in context of contact centers to advance and frame future discussion of these knowledge intensive environments. We prove the benefits of the enterprise resource planning (ERP) management using multi-agent systems for contact centers with distributed knowledge, considering an adequate case study and providing experimental results.