Implementation of a Multi-Channel Application for Customer Care Service Using Best-First Search Algorithm

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Executive Summary

It has become imperative to find a solution to the dissatisfaction in response by mobile service providers when interacting with their customer care centers. Problems faced with Human To Human interaction (H2H) between customer care centers and their customers include delayed response time, inconsistent solutions to questions or enquires and lack of dedicated access channels for interaction with customer care centers in some cases. This paper reports the implementation of a framework and presents development techniques for a multi-channel application providing Human To System (H2S) interaction for customer care centre of a mobile telecommunication provider. The implemented solution is called Interactive Customer Service Agent (ICSA).

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