A multi-agent approach for distributed knowledge processing in contact centers

Authors:
Claudiu Ionut Popirlan
Affiliations:
University of Craiova, Faculty of Mathematics and Computer Science, Craiova, Romania
Venue:
ICCOMP'10 Proceedings of the 14th WSEAS international conference on Computers: part of the 14th WSEAS CSCC multiconference - Volume I
Year:
2010

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Abstract

As contact centers grow and become more complex in their function and organisation, 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)[8] 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.