publication . Article . 2007

Appliance Call Center: A Successful Mixed-Initiative Case Study

Cheetham, William E.; Goebel, Kai;
Open Access English
  • Published: 15 Jun 2007
  • Publisher: Association for the Advancement of Artificial Intelligence
Abstract
Customer service is defined as the ability of a company to afford the service requestor with the expressed need. Due to the increasing importance of service offerings as a revenue source and increasing competition among service providers, it is important for companies to optimize both the customer experience as well as the associated cost of providing the service. For more complex interactions with higher value, mixed-initiative systems provide an avenue that gives a good balance between the two goals. This article describes a mixed-initiative system that was created to improve customer support for problems customers encountered with their appliances. The tool h...
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