Expert Systems at the Customer Interface

Tony Houghton and Michael Gardner

Intelligent Systems in Accounting, Finance and Management, 1992, vol. 1, issue 4, 289-296

Abstract: ESCFE (Expert System for Customer Facing Environments) is an integrated expert systems architecture which supports a three‐way dialogue between British Telecommunications (BT) customers, staff and its technical and commercial support systems. ESCFE is customer facing—this means that the user interface dialogue is directed explicitly at the customer, as opposed to other expert systems/help desks which have a user interface directed at staff, who then deal with the customer in whatever manner they have been trained. In dealing with the customer, BT staff require a wide range of knowledge concerning the products and services portfolio, internal BT procedures, selling opportunities, customer‐care policy and contractual liabilities. This knowledge can be contained within ESCFE. The knowledge is used to support a dialogue which allows for both customer‐ and staff‐driven interaction, and for different levels of expertise in both customers and staff.

Date: 1992
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