Expert system applications in customer service

1987 ◽  
Author(s):  
Stephen Schon ◽  
Omar Keith Helferich
Keyword(s):  
Expert System ◽  
Customer Service

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.

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.

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.

scholarly journals Banking front-line personnel assessment by fuzzy logic approaches

2021 ◽  
Vol 116 ◽  
pp. 00057
Author(s):  
Vladimir Koretskiy ◽  
Marina Degtiareva-Galiakhmetova ◽  
Evgeniy Kostitsyn
Keyword(s):  
Fuzzy Logic ◽  
Expert System ◽  
Customer Service ◽  
Qualitative Assessment ◽  
Front Line ◽  
Personnel Assessment ◽  
Business Efficiency ◽  
Regional Bank ◽  
Staff Assessment ◽  
Fuzzy Logic Expert System

The article is dedicated to the qualitative assessment of banking personnel and the interpretation of the results with a developed fuzzy logic expert system. The authors proposed to evaluate human resources based on the Company Loyalty, Customer Service Quality and Intra-Corporate Communication which are linguistic terms for personnel to be assessed. To interpret the results of the received staff assessment, a fuzzy expert system was developed which enables the Business Efficiency of Personnel to be estimated. The expert system was tested at the front-line office of the regional bank. Regression and correlation analysis revealed high correlations between the Business Efficiency of Personnel and the quantitative results of employees. The practical relevance of the research is conditioned by the growing need to assess credit managers during the trial period or at the introduction of new products, while quantitative indicators are absent. The methods used for research comprise survey, ranking of the factors and factor analysis.

"Service With a Smile, Regardless": Emotions and Customer Service Work

2006 ◽  
Author(s):  
Steffanie L. Wilk ◽  
Nancy P. Rothbard ◽  
Theresa M. Glomb
Keyword(s):  
Customer Service ◽  
Service Work
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