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Expert systems and the implementation of quality customer service

Expert systems and the implementation of quality customer service Argues that expert systems are a useful tool in implementing quality customer service. Examines seven steps of customer service and illustrates how expert systems can support each step. Draws on the literature in the field to cite commercial installations of expert systems to support quality customer service. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Industrial Management & Data Systems Emerald Publishing

Expert systems and the implementation of quality customer service

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Publisher
Emerald Publishing
Copyright
Copyright © 1997 MCB UP Ltd. All rights reserved.
ISSN
0263-5577
DOI
10.1108/02635579710161377
Publisher site
See Article on Publisher Site

Abstract

Argues that expert systems are a useful tool in implementing quality customer service. Examines seven steps of customer service and illustrates how expert systems can support each step. Draws on the literature in the field to cite commercial installations of expert systems to support quality customer service.

Journal

Industrial Management & Data SystemsEmerald Publishing

Published: Mar 1, 1997

Keywords: Customer service; Expert systems; Quality; Service industries

References