A next generation multimedia call center for Internet commerce: IMC

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Human assistance, as well as automated service, is necessary for providing more convenient services to customers on the Internet-based commerce system. Call centers have been typically human-based service systems. However, the services of existing public switched telephone network-based call centers are not enough to meet the needs of customers on the Internet. Most of them have been designed without considering the interaction involved in shopping on the Internet In our research, we design a call center named IMC (Internet-based multimedia call center) that can be integrated with an Internet shopping mall. It contains 2 parts: an Internet multimedia dialogue system and a human agent assisting system. The Internet multimedia dialogue system is an Internet and multimedia version of the interactive voice response service of computer telephony integration-based call centers because it provides access to the multimedia Web page along with the recorded voice explanation through the Internet. The human agent assisting system aims to select the most appropriate human agents in the call center and support them in providing high-quality individualized information for each customer. IMC is a real-time, human-embedded system that can provide high-quality services cost-effectively for Internet commerce.
Publisher
LAWRENCE ERLBAUM ASSOC INC
Issue Date
2000
Language
English
Article Type
Article; Proceedings Paper
Keywords

SYSTEM

Citation

JOURNAL OF ORGANIZATIONAL COMPUTING AND ELECTRONIC COMMERCE, v.10, no.4, pp.227 - 240

ISSN
1091-9392
URI
http://hdl.handle.net/10203/4340
Appears in Collection
MT-Journal Papers(저널논문)
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