Knowledge system applications in large business communication operations

  • Authors:

  • Narisa N. Y. Chu

  • Affiliations:

  • C & W Systems Engineers, 15120 Addison, Lombard, Illinois

  • Venue:
  • IEA/AIE '90 Proceedings of the 3rd international conference on Industrial and engineering applications of artificial intelligence and expert systems - Volume 2
  • Year:
  • 1990

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Abstract

A knowledge-based system prototype called Operations Manager (OpMan) is designed to aid the optimization of resources and productivity in a Transaction Call Management Center. The architecture of the prototype is explained. Multiple knowledge sources based on user's organizational structures are incorporated.