Argues that expert systems are a useful tool in implementing quality customer service. Examines seven steps of customer service and illustrates how expert systems can support each step. Draws on the literature in the field to cite commercial installations of expert systems to support quality customer service.
Eppinette, M., Inman, R.A. and Pick, R.A. (1997), "Expert systems and the implementation of quality customer service", Industrial Management & Data Systems, Vol. 97 No. 2, pp. 63-68. https://doi.org/10.1108/02635579710161377
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