The AI business: commercial uses of artificial intelligence
The AI business: commercial uses of artificial intelligence
Building expert systems
Constructing and utilizing large fact databases using artificial intelligence techniques
Proceedings from the first international workshop on Expert database systems
A system-controlled multi-type specialization hierarchy
Proceedings from the first international workshop on Expert database systems
Constraint management in expert database systems
Proceedings from the first international workshop on Expert database systems
Towards a unified approach for expert and database systems
Proceedings from the first international workshop on Expert database systems
Expert helpers to data-based information systems
Proceedings from the first international workshop on Expert database systems
Artificial intelligence (2nd ed.)
Artificial intelligence (2nd ed.)
Artificial Intelligence Enters the Marketplace
Artificial Intelligence Enters the Marketplace
Expert Systems
Building Effective Decision Support Systems
Building Effective Decision Support Systems
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The competitive edge of using expert system technology is beginning to have an impact on the marketplace. Described here are applications of expert system technology to customer service and many of the ideas presented here are applicable to other areas of business as well. This project was accomplished in cooperation with the Customer Service Department of a major U.S. chemical company, and this paper describes the design, implementation, and results of a diagnostic expert system prototype and the design of an Expert Inquiry Handler for customer service. The prototype design was based on a previously successful design by the authors, and the Expert Inquiry Handler design addresses what it means to do intelligent inquiry handling in customer service and how an Expert Inquiry Handler interfaces with its resources (data base and people) to accomplish its job.