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CBR model for the intelligent management of customer support centers

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CBR model for the intelligent management of customer support centers

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dc.contributor.author Heras Barberá, Stella María es_ES
dc.contributor.author Garcia Pardo Gimenez De Los Galanes, Juan Angel es_ES
dc.contributor.author Ramos-Garijo Font de Mora, Rafael es_ES
dc.contributor.author Palomares Chust, Alberto es_ES
dc.contributor.author Julian Inglada, Vicente Javier es_ES
dc.contributor.author Rebollo Pedruelo, Miguel es_ES
dc.contributor.author Botti, V. es_ES
dc.date.accessioned 2017-03-21T14:48:50Z
dc.date.available 2017-03-21T14:48:50Z
dc.date.issued 2006
dc.identifier.isbn 3-540-45485-3
dc.identifier.issn 0302-9743
dc.identifier.uri http://hdl.handle.net/10251/78887
dc.description.abstract [EN] In this paper, a new CBR system for Technology Management Centers is presented. The system helps the staff of the centers to solve customer problems by finding solutions successfully applied to similar problems experienced in the past. This improves the satisfaction of customers and ensures a good reputation for the company who manages the center and thus, it may increase its profits. The CBR system is portable, flexible and multi-domain. It is implemented as a module of a help-desk application to make the CBR system as independent as possible of any change in the help-desk. Each phase of the reasoning cycle is implemented as a series of configurable plugins, making the CBR module easy to update and maintain. This system has been introduced and tested in a real Technology Management center ran by the Spanish company TISSAT S.A. es_ES
dc.description.sponsorship Financial support from Spanish government under grant PROFIT FIT-340001-2004-11 is gratefully acknowledge
dc.language Inglés es_ES
dc.publisher Springer Verlag (Germany) es_ES
dc.relation.ispartof Lecture Notes in Computer Science es_ES
dc.relation.ispartofseries Lecture Notes in Computer Science;4224
dc.rights Reserva de todos los derechos es_ES
dc.subject.classification BIBLIOTECONOMIA Y DOCUMENTACION es_ES
dc.subject.classification LENGUAJES Y SISTEMAS INFORMATICOS es_ES
dc.title CBR model for the intelligent management of customer support centers es_ES
dc.type Capítulo de libro es_ES
dc.type Comunicación en congreso es_ES
dc.identifier.doi 10.1007/11875581_80
dc.relation.projectID info:eu-repo/grantAgreement/MITURCO//FIT-340001-2004-11/ES/GESTION INTEGRAL E INTELIGENTE DE CENTROS DE EXPLOTACION DE SERVICIOS TECNOLOGICOS Y DE ATENCION A USUARIOS. APLICACION EN SERVICIOS PUBLICOS CRITICOS PARA LOS CIUDADANOS/ es_ES
dc.rights.accessRights Abierto es_ES
dc.contributor.affiliation Universitat Politècnica de València. Departamento de Sistemas Informáticos y Computación - Departament de Sistemes Informàtics i Computació es_ES
dc.contributor.affiliation Universitat Politècnica de València. Facultad de Administración y Dirección de Empresas - Facultat d'Administració i Direcció d'Empreses es_ES
dc.contributor.affiliation Universitat Politècnica de València. Escola Tècnica Superior d'Enginyeria Informàtica es_ES
dc.contributor.affiliation Universitat Politècnica de València. Escuela Politécnica Superior de Gandia - Escola Politècnica Superior de Gandia es_ES
dc.description.bibliographicCitation Heras Barberá, SM.; Garcia Pardo Gimenez De Los Galanes, JA.; Ramos-Garijo Font De Mora, R.; Palomares Chust, A.; Julian Inglada, VJ.; Rebollo Pedruelo, M.; Botti, V. (2006). CBR model for the intelligent management of customer support centers. En Lecture Notes in Computer Science. Springer Verlag (Germany). 663-670. https://doi.org/10.1007/11875581_80 es_ES
dc.description.accrualMethod S es_ES
dc.relation.conferencename 7th International Conference on Intelligent Data Engineering and Automated Learning (IDEAL 2006) es_ES
dc.relation.conferencedate September 20-23, 2006 es_ES
dc.relation.conferenceplace Burgos, Spain es_ES
dc.relation.publisherversion https://link.springer.com/chapter/10.1007/11875581_80 es_ES
dc.description.upvformatpinicio 663 es_ES
dc.description.upvformatpfin 670 es_ES
dc.type.version info:eu-repo/semantics/publishedVersion es_ES
dc.relation.senia 29387 es_ES
dc.contributor.funder Ministerio de Industria, Turismo y Comercio
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