Cooperative research project - Knowledge integration

Abstract

A modern trend for customers is trying to fix a problem first before contacting customer services. To adapt to this trend our client wants to offer a self-service web platform to its customers. The customer should be able to search for occurring problems and always get high quality answers from the system. The source knowledge comes from the internal CRM system. Allowing the customer to search for solutions by themselves empowers them to actively pursue the solving of a problem. An additional benefit would be a reduced strain on the customer care centre.