Development of fuzzy expert system for customer and service advisorcategorisation within contact centre environment.

摘要

In this paper, we describe the research and development of a fuzzy expert systemmethodology for categorising customer and customer service advisor (CSA) withincustomer contact centre (CCC) environment. On the basis of data collectedthrough case studies carried out within customer contact centre, two stepclustering analysis within SPSS was used to derive the categories for customersand advisors based on demographic, experience, business value and behaviouralattributes. The fuzzy expert system assigns a new customer or advisor to thepre-defined categories and provides the corresponding membership values giveninto the system using fuzzy logic. The author has explained the steps which werefollowed for the development of the fuzzy expert system. A prototype system hasbeen designed and developed to identify the type of customer and CSA based onthe demographic, experience and behavioural attributes. Experimental results areprovided and the methodology is validated within the case study approach.