Ruling the Telephone: The Smart Call Center Solution

11th Dec 2000
According to this paper, in a typical retail-oriented call center, 75-90 of all transactions originate through an Interactive Voice Response (IVR) system. These systems typically offer the user a fixed set of menu choices. However, they also give the user the opportunity to speak to a customer representative during the session. The recent trend toward self-service and assisted-service telephone applications has created a need for intelligent applications. These must do more than merely take orders and provide account information. They must manage the relationship with the customer. To fill this need, applications must be created in such a way that the knowledge a customer representative typically provides is now managed by the applications themselves. Neuron Data have proposed that because of the speed at which applications must be maintained and developed, it is not possible to keep up with the demand using traditional techniques. A new approach is required: business-rules automation.

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