Development of an intelligent customised service system for contact centres

This paper describes the research and development of a methodology through which Intelligent Support can be provided at contact centres (CC). The authors provide the methodology to develop a fuzzy expert system which assigns a new customer or advisor to the pre-defined categories. The paper presents the need of intelligent information support in contact centres and the strategic framework for intelligent customised support within contact centres. The authors have illustrated their understanding through the help of case study analysis carried out at five different contact centre locations (complaints / reporting/service) within UK. The issues and problems encountered within the CC are discussed which identifies the need for customised information support within contact centres. An intelligent decision support system framework is also presented which focuses on the development and methodology for framework. This mainly focuses on three main areas (1) customer and service advisor (CSA) categorisation (2) design of fuzzy expert system to assign the categories and (3) information requirement modelling which identifies the minimum amount of information required by the advisor to serve the customer.