Case-Based Reasoning for General Electric Appliance Customer Support
Abstract
A case-based reasoning system was created to support customers who purchased appliances from General Electric. When a customer calls General Electric for help, a call-taker uses the system to diagnose the problem and step the customer through its solution. The system has been in use by 300 call-takers since 1999. It has resulted in a 20 percent increase in the probability the customer's problem can be solved over the phone. This has greatly improved customer satisfaction and saved GE $44.5 million between 2000 and 2005 from reduced cost of visits of field service technician to customer's homes.
Cite
Text
Cheetham. "Case-Based Reasoning for General Electric Appliance Customer Support." AAAI Conference on Artificial Intelligence, 2006.Markdown
[Cheetham. "Case-Based Reasoning for General Electric Appliance Customer Support." AAAI Conference on Artificial Intelligence, 2006.](https://mlanthology.org/aaai/2006/cheetham2006aaai-case/)BibTeX
@inproceedings{cheetham2006aaai-case,
title = {{Case-Based Reasoning for General Electric Appliance Customer Support}},
author = {Cheetham, William},
booktitle = {AAAI Conference on Artificial Intelligence},
year = {2006},
pages = {1700-1704},
url = {https://mlanthology.org/aaai/2006/cheetham2006aaai-case/}
}