The following information was submitted:
Transactions: WSEAS TRANSACTIONS ON COMPUTERS
Transactions ID Number: 88-396
Full Name: Claudiu Ionut Popirlan
Position: Doctor (Researcher)
Age: ON
Sex: Male
Address: A. I. Cuza Street, No. 13, 200585, Craiova
Country: ROMANIA
Tel: +40 744 259593
Tel prefix:
Fax:
E-mail address: popirlan@inf.ucv.ro
Other E-mails: popirlan@gmail.com
Title of the Paper: Knowledge Processing in Contact Centers using a Multi-Agent Architecture
Authors as they appear in the Paper: Claudiu Ionut Popirlan
Email addresses of all the authors: popirlan@inf.ucv.ro
Number of paper pages: 10
Abstract: The explosion of multimedia data, the continuous growth in computing power, and advances in machine learning and speech and natural language processing are making it possible to create a new breed of virtual intelligent agents capable of performing sophisticated and complex tasks that are radically transforming contact centers. These virtual agents are enabling ubiquitous and personalized access to communication services from anywhere. As contact centers grow and become more complex in their function and organization, the knowledge processes become more formal to ensure consistency of advice and efficiency. This paper suggests a multi-agent approach for distributed knowledge processing and discusses the use of enhanced mobile agent architecture (EMA) [12] in context of contact centers to advance and frame future discussion of these knowledge intensive environments. We prove the benefits of the enterprise resource planning (ERP) management using multi-agent systems !
for contact centers with distributed knowledge, considering an adequate case study and providing experimental results.
Keywords: Multi-Agent Systems, Software Agent, Mobile Agent, Contact Centers, Distributed Knowledge, Enterprise Resource Planning (ERP)
EXTENSION of the file: .doc
Special (Invited) Session: A Multi-Agent Approach for Distributed Knowledge Processing in Contact Centers
Organizer of the Session: 646-322
How Did you learn about congress: Nicolae Tandareanu ntand@rdslink.ro, Mihaela Colhon mghindeanu@yahoo.com, Gabriel Stoian gstoian@yahoo.com
IP ADDRESS: 86.124.211.118
