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. © 2008 Springer-Verlag Berlin Heidelberg.
Cite
CITATION STYLE
Wood, S., & Howlett, R. J. (2008). A web-based customer support knowledge base system. In Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (Vol. 5177 LNAI, pp. 349–361). Springer Verlag. https://doi.org/10.1007/978-3-540-85563-7_47
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