Agent Based Model for Call Centers Using Knowledge Management

Abstract

A call center is an organizational unit where inbound calls are received or outbound calls placed for the purposes of sales, support, advice and other business transactions. By applying knowledge management solutions, we can meet call centers’ challenges and gain benefits of reduced training costs, improved call handling and greater flexibility. This paper describes a solution to agent mediated knowledge management system in call centers and new search algorithms. We introduced two agent based search algorithms for finding the expert user in system. Searching an expert is one of the most critical features which each call center system should have. Our agent based search with agent based weighted graph works well in our prototype system. Our agent model can distribute and share knowledge in whole levels of organizations and call center.