Abstract
In the past few years, call centers have been introduced with great success by many service-oriented enterprises such as banks and insurance companies. It is expected that this growth will continue in the future and that call centers will be improved by adding new functionality and by embedding call centers better into the workflow of a company. In this paper we show how agent technology can help to realize these goals. Agent-based approaches are becoming more and more mature for applications distributed over networks, supporting (dynamic) workflow and integrating systems and services of different vendors. We show by a typical example of a call center, the call center of a car rental agency, what the deficiencies of current call centers are and how agents can help to improve this situation.
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Bauer, B., Klein, C. (1999). A Multi-agent Solution for Advanced Call Centers. In: Imam, I., Kodratoff, Y., El-Dessouki, A., Ali, M. (eds) Multiple Approaches to Intelligent Systems. IEA/AIE 1999. Lecture Notes in Computer Science(), vol 1611. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-48765-4_49
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DOI: https://doi.org/10.1007/978-3-540-48765-4_49
Publisher Name: Springer, Berlin, Heidelberg
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