An argumentation framework for supporting agreements in agent societies applied to customer support

Authors:
Jaume Jordán;Stella Heras;Soledad Valero;Vicente Julián
Affiliations:
Departamento de Sistemas Informáticos y Computación, Universitat Politécnica de Valéncia, Valencia, Spain;Departamento de Sistemas Informáticos y Computación, Universitat Politécnica de Valéncia, Valencia, Spain;Departamento de Sistemas Informáticos y Computación, Universitat Politécnica de Valéncia, Valencia, Spain;Departamento de Sistemas Informáticos y Computación, Universitat Politécnica de Valéncia, Valencia, Spain
Venue:
HAIS'11 Proceedings of the 6th international conference on Hybrid artificial intelligent systems - Volume Part I
Year:
2011

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Abstract

This work presents a system for customer support that integrates case-based reasoning functionalities with an argumentation framework for agent societies. This integration allows to automatically engage in agreement processes to decide the best solution to apply to solve an incidence that has been received in a call center. In this way, the quality of the response would be increased and the company running the call center can take advantage over its competitors in the market.