The project described in this paper applies the principles of adaptivity to a “traditional” Call Center in order to support the Operator in the interaction with the Customer. The system uses the models of both the Customer and the Operator and builds up the stepwise answer through an adaptive workflow.

Users Modeling for Adaptive Call Centers

TORRE, ILARIA
2002

Abstract

The project described in this paper applies the principles of adaptivity to a “traditional” Call Center in order to support the Operator in the interaction with the Customer. The system uses the models of both the Customer and the Operator and builds up the stepwise answer through an adaptive workflow.
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/11567/392651
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