CBR model for the intelligent management of customer support centers

Authors:
Stella Heras Barberá;Juan Ángel García-Pardo;Rafael Ramos-Garijo;Alberto Palomares;Vicente Julián;Miguel Rebollo;Vicent Botti
Affiliations:
Information Systems and Computing Department, Universidad Politécnica de Valencia, Valencia, Spain;Information Systems and Computing Department, Universidad Politécnica de Valencia, Valencia, Spain;Information Systems and Computing Department, Universidad Politécnica de Valencia, Valencia, Spain;Parque Tecnológico, TISSAT S.A., Paterna – Valencia, Spain;Information Systems and Computing Department, Universidad Politécnica de Valencia, Valencia, Spain;Information Systems and Computing Department, Universidad Politécnica de Valencia, Valencia, Spain;Information Systems and Computing Department, Universidad Politécnica de Valencia, Valencia, Spain
Venue:
IDEAL'06 Proceedings of the 7th international conference on Intelligent Data Engineering and Automated Learning
Year:
2006

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Abstract

In this paper, a new CBR system for Technology Management Centers is presented. The system helps the staff of the centers to solve customer problems by finding solutions successfully applied to similar problems experienced in the past. This improves the satisfaction of customers and ensures a good reputation for the company who manages the center and thus, it may increase its profits. The CBR system is portable, flexible and multi-domain. It is implemented as a module of a help-desk application to make the CBR system as independent as possible of any change in the help-desk. Each phase of the reasoning cycle is implemented as a series of configurable plugins, making the CBR module easy to update and maintain. This system has been introduced and tested in a real Technology Management center ran by the Spanish company TISSAT S.A.