May be customer service needs an expert system?

1989 ◽  
Vol 28 (4) ◽  
pp. 24-25 ◽  
Author(s):  
Mike Morgan
Keyword(s):  
Expert System ◽  
Customer Service ◽  
Service Needs

scholarly journals Expert System Models for Forecasting Forklifts Engagement in a Warehouse Loading Operation: A Case Study

2016 ◽  
Vol 28 (4) ◽  
pp. 393-401 ◽  
Author(s):  
Dejan Mirčetić ◽  
Nebojša Ralević ◽  
Svetlana Nikoličić ◽  
Marinko Maslarić ◽  
Đurđica Stojanović
Keyword(s):  
Expert System ◽  
Customer Service ◽  
Fuzzy Inference ◽  
Service Level ◽  
Inference System ◽  
New Approach ◽  
Neuro Fuzzy ◽  
Customer Service Level ◽  
Distribution Chain

The paper focuses on the problem of forklifts engagement in warehouse loading operations. Two expert system (ES) models are created using several machine learning (ML) models. Models try to mimic expert decisions while determining the forklifts engagement in the loading operation. Different ML models are evaluated and adaptive neuro fuzzy inference system (ANFIS) and classification and regression trees (CART) are chosen as the ones which have shown best results for the research purpose. As a case study, a central warehouse of a beverage company was used. In a beverage distribution chain, the proper engagement of forklifts in a loading operation is crucial for maintaining the defined customer service level. The created ES models represent a new approach for the rationalization of the forklifts usage, particularly for solving the problem of the forklifts engagement incargo loading. They are simple, easy to understand, reliable, and practically applicable tool for deciding on the engagement of the forklifts in a loading operation.

scholarly journals Using ATMs as Workload Relievers for Ghanaian Bank Tellers: The Customer Behavioral Challenge

2011 ◽  
Vol 3 (1) ◽  
pp. 13-21 ◽  
Author(s):  
Mohammed-Aminu Sanda
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Developing Economies ◽  
Full Potential ◽  
Service Needs ◽  
African Countries ◽  
Behavioral Challenges ◽  
Human Resource Capacity ◽  
And Performance ◽  
Bank Tellers

This study explored the issue of whether the use of the Automated Teller Machines (ATM) as a service delivery tool in the banking industry of many developing countries has achieved its intended objective of increasing the effectiveness of customer service provision and reducing the workload of bank tellers. The purpose is to understand customers’ behaviour towards the use of ATM as a banking service delivery tool, and the influence of such customer-usage behaviour on the banks’ human resource capacity building, in terms of employee workload relief and performance. This is because most banks in subSaharan African countries have introduced the ATM in bids to satisfying customers’ service needs and making the work of employees easier. Data was collected using questionnaires that were administered to bank customers who use the ATM facility, as well as bank managers. The findings showed that though most bank customers who use the ATM services perceive the ATM as a convenient, reliable, accurate and suitable service delivery tool for their banking transactions; they still underutilize the ATM’s service capacity by choosing to go to the banking halls to make cash withdrawals of amounts that could be obtained from the ATMs. It is also found that by virtue of this customer behaviour of not using the ATM’s to their full potential, the relief that it is expected to provide bank tellers is not realized. It is concluded that because of customer behavioral challenges to the effective utilization of the ATM technology, banks in developing economies not benefiting from its full potential as a customer service delivery tool, and also as a strategic workload reliever for tellers who service customers inside the banking halls.

A Case Study of Project Champion Departure in Expert Systems Development

2002 ◽  
pp. 333-351 ◽  
Author(s):  
Janice C. Sipior
Keyword(s):  
Expert System ◽  
Expert Systems ◽  
Competitive Advantage ◽  
Customer Service ◽  
Systems Development ◽  
Sales Representatives ◽  
Optical Brightener ◽  
Vital Force

Research on project champions has focused on the characteristics of this individual and how to provide encouragement and support. An understanding of the role of project champion is shortsighted, however, without a realization of what can happen to an expert system (ES) project and what can be done, should this individual depart. This paper discusses the ES project champion by examining the experiences of Ciba-Geigy Corporation with an ES project impeded by the departure of the project champion. The OpBright expert system, developed to support the identification of appropriate optical brightener products by sales representatives, was intended to provide a competitive advantage through superior customer service. With the promotion and transfer of the vital force committed to the project’s success, the ES encountered a stalemate. The difficulties in maintaining momentum for the ES without a project champion are discussed. Finally, suggestions are presented to guide organizations away from the same fate.

scholarly journals INTERNATIONAL HOTEL BUSINESS IN A CONDITION OF GLOBAL INSTABILITY

2021 ◽  
Author(s):  
Oksana Novostavska
Keyword(s):  
Information And Communication Technologies ◽  
Customer Service ◽  
Hotel Industry ◽  
Service Needs ◽  
Global Instability ◽  
European Continent ◽  
Global Trends ◽  
The World ◽  
Information And Communication ◽  
Hotel Chains

The article considers the international hotel business in the conditions of global instability. It is noted that the functioning of the hotel business and the economy as a whole directly depends on the state of tourism development in a country. An analysis of the TOP-20 countries whose economies depend on the development of tourism is presented. It is determined that the leading place in the world hotel industry is occupied by the European continent, the hotel fund makes more than 55% of all world hotel fund (171 thousand hotels). The hotel fund in European countries, without losing leadership throughout history, is growing annually by an average of 2-2.5%. Thus, the European market is of strategic importance for both leading international and national hotel companies. For example, their activities in the region form the main trends in the hotel services market. The hotel chains of Europe are also presented according to the list of TOP-100 hotel brands of Europe. It is noted that if you combine the mega brand Ibis hotel brands – Ibis, Ibis Styles and Ibis Budget, they will take first place even in the number of chain hotels in Europe. Based on the analysis, a number of key factors have been identified that force hotel facilities to constantly increase the efficiency of their activities. However, world practice shows that even against the background of global instability, the hotel industry remains a reliable source of revenue for the budgets of countries, including Ukraine. Also identified global trends in the development of the hotel business, the main of which are: the development of the hotel business in the context of close cooperation with enterprises in other industries; intensification of the hotel business, which will increase the availability of hotel services for consumers; strengthening the specialization of the hotel business, which allows a clearer focus on certain segments of consumers, taking into account various characteristics; integration and globalization of the hotel industry; individual approach to customer service needs; wide introduction of new forms of information and communication technologies, which allows mobile integration into the world space.

Departure of the Expert Systems Project Champion

2011 ◽  
pp. 996-1000
Author(s):  
Janice C. Sipior
Keyword(s):  
Expert System ◽  
Expert Systems ◽  
Competitive Advantage ◽  
Customer Service ◽  
Sales Representatives ◽  
Optical Brightener ◽  
Vital Force

This article discusses the expert system (ES) project champion by examining the experiences of Ciba-Geigy Corporation with an ES project, impeded by the departure of the project champion. The OpBright Expert System, developed to support the identification of appropriate optical brightener products by sales representatives, was intended to provide a competitive advantage through superior customer service. With the promotion and transfer of the vital force committed to the project’s success, the ES encountered a stalemate. The difficulties in maintaining momentum for the ES without a project champion are discussed. Finally, suggestions are presented to guide organizations away from the same fate.

Sign in / Sign up

Export Citation Format

Share Document