Building Intelligent Web-Based Customer Service

• Main Author: Abdul Wahab, Kyairiyatul Aini
• Format: Final Year Project
• Language: English
• Published: Universiti Teknologi Petronas 2005
• Subjects: ZA Information resources
• Online Access: http://utpedia.utp.edu.my/7608/1/2005%20-%20Building%20Intelligent%20Web-Based%20Customer%20Service.pdf; http://utpedia.utp.edu.my/7608/

Rapid growth in business world nowadays has increased the competition among those companies and also makes it more challenging. Companies need to give the best service in order to attract those customers. One of the important strategies to create good customer relationship is by having best customer service. Nowadays, customers can interact within the company via several communication ways. Those communication ways are phone, email, live chat, search and also FAQ. This report describes a research about building the intelligent Web based customer services which provide an interactive experience that can increase customer interaction. The research is involving the artificial intelligent techniques into e-business. The focus is to develop an agent by applying chatting concept between the agent (system) and customer. The agent is an independent system that performs as customer service in ebusiness. The agent will make the customers feel like they are dealing with real human. The research will further into e-business, artificial intelligent and rule based knowledge scope. This research involves online questionnaires to elicit the needed knowledge. Questionnaires are involved in this research to get feedback from the customer about their opinion regarding the current system. Present research has developed the intelligent Web-based customer service, which its goal is giving efficient service and satisfaction to the customers.