Troubleshooting at the Call Centre: A Knowledge-based Approach

M. Vazey and D. Richards (Australia)


Knowledge acquisition, knowledge management


The key focus of the customer call-centre is effective and efficient resolution of customer problems. Keeping staff and clients happy by streamlining call-centre workflow is integral in achieving this end. We propose to extend a knowledge representation and acquisition technique, known as multiple classification ripple down rules (MCRDR), that will support management of troubleshooting knowledge from multiple sources, including in-house databases of past and current cases and relevant internet-based material. We present a prototype system, and a database design that seeks to align the goals of the call-centre, such as maintainability and workflow compatibility, and which will inter-operate with the call centre's existing problem ticketing and knowledge management systems.

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