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After-Sales Support Strategies by Sadakchar Periyiah is a document available to read on EtoBox.

What is After-Sales Support Strategies about?

A CBR system for a hotline of a large German telecommunication company. Task: Support of hotline operators by proposing solutions to technical problems reported by customers. Knowledge: Large case base with over 100,000 cases covering the most common problems. Benefits: Considerable reduction of call times and avoidance of escalation to expert level. High user acceptance of the system. Lessons: Importance of knowledge acquisition and maintenance for large scale industrial applications.

Author

Sadakchar Periyiah

Language

EN