A solution based on intelligent software agents to improve the data searching in the contact centers

摘要

Many companies have been collecting customer-related data for years, this was normally for administration rather than customer management. In last year's contact centers become more complex in their function and organization so that the data searching become more formal to ensure consistency and efficiency. This paper suggests a multi-agent approach for distributed data searching in context of contact centers to advance and frame future discussion of this knowledge intensive environments. We prove the efficiency of data search using intelligent software agents for contact centers with distributed data bases, considering an adequate case study and presenting experimental results.