Picodoc Corporation announces the Call Center assistant, a new example knowledge base for its picoXpert® tool. This example demonstrates a simple guidance application expert system that aids new customer support personnel in handling incoming calls.
(PRWEB) February 19, 2004--Almost any kind of knowledge can be stored and used in an expert system. Procedures, best practices, rules-of-thumb and corporate policy can be captured and duplicated on a handheld device. This frees up precious personnel time and ensures consistency in both knowledge capture and application.
One aspect of this new approach is the convenient use of existing expert knowledge. Another is the ability to capture, create, and maintain this knowledge in the field, where it is fresh and well-understood. Another comes as a direct benefit of handheld devices themselves: the ability to share information via infrared and wireless connections. This enables, for example, an update from head office, or the exchange of expertise between two or more people in the field, in seconds.
The simple Call Center example demonstrates the ease and power of picoXpert development by implementing a basic expert system in only 20 rules. The system could readily be extended into a fully detailed help desk assistant by those already familiar with customer support.
picoXpert offers tremendous ROI and extremely short development time as compared to cumbersome desktop applications. Applications for ad-hoc and short term expert systems become feasible, making this technology as convenient as the other day-to-day tools on your PDA.
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