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Development of Fuzzy Expert System for Customer and Service Advisor Categorisation within Contact Centre Environment

  • Conference paper
Applications of Soft Computing

Part of the book series: Advances in Intelligent and Soft Computing ((AINSC,volume 36))

Abstract

In this paper, we describe the research and development of a fuzzy expert system methodology for categorising customer and customer service advisor (CSA) within customer contact centre (CCC) environment. On the basis of data collected through case studies carried out within customer contact centre, two step clustering analysis within SPSS was used to derive the categories for customers and advisors based on demographic, experience, business value and behavioural attributes. The fuzzy expert system assigns a new customer or advisor to the pre-defined categories and provides the corresponding membership values given into the system using fuzzy logic. The author has explained the steps which were followed for the development of the fuzzy expert system. A prototype system has been designed and developed to identify the type of customer and CSA based on the demographic, experience and behavioural attributes. Experimental results are provided and the methodology is validated within the case study approach.

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Author information

Authors and Affiliations

  1. Enterprise Integration, Cranfield University, Cranfield. Bedfordshire, MK43 0AL, UK

    Satya Shah, Rajkumar Roy & Ashutosh Tiwari

Authors
  1. Satya Shah
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  2. Rajkumar Roy
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  3. Ashutosh Tiwari
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Editor information

Editors and Affiliations

  1. Enterprise Integration School of Industrial and Manufacturing Science (SIMS), Cranfield University, Cranfield, Bedfordshire, MK43 0AL, UK

    Ashutosh Tiwari  & Rajkumar Roy  & 

  2. School of Chemistry, University of Manchester, Faraday Building, Sackville Street, PO Box 88, Manchester, M6o 1QD, UK

    Joshua Knowles

  3. Centre for Transport & Society Faculty of the Built Environment, University of the West of England, Frenchay Campus Coldharbour Lane, Bristol, BS16 1QY, UK

    Erel Avineri

  4. School of Informatics, University of Bradford, Richmond Road, Bradford, West Yorkshire, BD7 1DP, UK

    Keshav Dahal

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© 2006 Springer-Verlag Berlin Heidelberg

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Shah, S., Roy, R., Tiwari, A. (2006). Development of Fuzzy Expert System for Customer and Service Advisor Categorisation within Contact Centre Environment. In: Tiwari, A., Roy, R., Knowles, J., Avineri, E., Dahal, K. (eds) Applications of Soft Computing. Advances in Intelligent and Soft Computing, vol 36. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-36266-1_19

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  • DOI: https://doi.org/10.1007/978-3-540-36266-1_19

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-540-29123-7

  • Online ISBN: 978-3-540-36266-1

  • eBook Packages: EngineeringEngineering (R0)

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