Technologies for Raising Efficiency in Support Services
This paper describes Fujitsu Laboratories' research and development activities for raising efficiency in support services such as those provided by hardware support operation and call centers. Efficiency can be raised by assigning the appropriate human resources to support services and enhancing call center agent skills. This paper describes technologies that raise productivity by analyzing the large volume of data concerning customer inquiries and agent responses stored by support services. One of these is a technology for assisting in the creation of problem-solving knowledge that automatically detects and collects frequently occurring problems and ways of solving them. Another is an agent assignment assistance technology that simulates call center activity and accurately estimates key performance indexes.