Abstract
This paper discusses the design and implementation of a web-based customer support system. The support facility operates using an adaptable knowledge base capable of diagnosing user problems. The system was developed for use by a software reseller in order to provide 24 hour support to its customer base accessible via the World Wide Web (WWW). Through integration with the company’s in-house systems the support facility is able to extract expert knowledge from company staff and tailor the information for customer use.
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Wood, S., Howlett, R.J. (2008). A Web-Based Customer Support Knowledge Base System. In: Lovrek, I., Howlett, R.J., Jain, L.C. (eds) Knowledge-Based Intelligent Information and Engineering Systems. KES 2008. Lecture Notes in Computer Science(), vol 5177. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-85563-7_47
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DOI: https://doi.org/10.1007/978-3-540-85563-7_47
Publisher Name: Springer, Berlin, Heidelberg
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