Expert systems and the implementation of quality customer service
Matt Eppinette
(Louisiana Tech University, Ruston, Louisianna, USA)
R. Anthony Inman
(Louisiana Tech University, Ruston, Louisianna, USA)
Roger Alan Pick
(University of MissouriāKansas City, Kansas City, Missouri, USA)
1970
Abstract
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.
Keywords
Citation
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
Publisher
:MCB UP Ltd
Copyright © 1997, MCB UP Limited