Towards automated customer self-help

Customer self-help is a major driver for business today because it provides 24/7 services at a fraction of the cost of call centre agents. However, despite the proliferation of self-help sites, most customer self-help sites have attracted few customers. This paper discusses where advanced technologi...

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Bibliographic Details
Published in:BT technology journal 2006-01, Vol.24 (1), p.96-106
Main Authors: Cui, Z, Ducatel, G, Thint, M, Assadian, B, Azvine, B
Format: Article
Language:English
Subjects:
Algorithms
Automation
Brand loyalty
Call centers
Carriers
Cost control
Customer services
Engineers
Keywords
Language
Natural language
Ontology
Queries
Self help
Self service
Semantics
Software
Studies
Technological change
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Summary:Customer self-help is a major driver for business today because it provides 24/7 services at a fraction of the cost of call centre agents. However, despite the proliferation of self-help sites, most customer self-help sites have attracted few customers. This paper discusses where advanced technologies could help to improve the situation. We also outline our vision of future customer contact centres and challenges. Finally we present two advanced proof-of-concept demonstrators towards automated customer self-help. The first one has now been under trial with BT field engineers. [PUBLICATION ABSTRACT]
ISSN:1358-3948
1573-1995
DOI:10.1007/s10550-006-0025-x