Web-based context aware information retrieval in contact centers

Proceedings - IEEE/WIC/ACM International Conference on Web Intelligence, WI 2004

Volumn , Issue , 2004, Pages 473-476

  Thawani, Amit ^a   Gopalan, Srividya ^a   Sridhar, V ^a  

^a Satyam Computer Services Ltd India   (India)

Author keywords

[No Author keywords available]

Indexed keywords

BUSINESS SPECIFIC CONTEXTS; CONTACT CENTERS; CUSTOMER RELATIONSHIP MANAGEMENT (CRM); WEB-BASED CONTEXT RETRIEVAL;

COMPETITIVE INTELLIGENCE; CUSTOMER SATISFACTION; DATA REDUCTION; INTELLIGENT AGENTS; PARAMETER ESTIMATION; QUERY LANGUAGES; WORLD WIDE WEB;

INFORMATION RETRIEVAL;

EID: 15544361951     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/WI.2004.10074     Document Type: Conference Paper

References (6)

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3. Kammanahalli H, et al, "Context Aware Information Retrieval in Synchronous Web-based Collaboration," Context Modeling and Reasoning Workshop, IEEE Pervasive Computing 2004. Orlando, FL, 2004. (To appear)
4. Piccinelli, G. and M. C. Mont, "Fuzzy Set Based Information Retrieval for Advanced Help Desk," HP Labs Technical Reports, 1998.
5. Tan, P. N., H. Blau, S. Harp and R. Goldman, "Textual Data Mining of Service Center Call Records," Proc. The Sixth ACM SIGKDD International Conference on Knowledge Discovery and Data Mining, Boston, MA, 2000.
6. The Top 10 Information Challenges in Today's Call Center. http://www.instranet.com.