Embedded AI for Sales-Service Negotiation

Mike Carr, Chris Costello, Karen McDonald and Debbie Cherubino, Bell Atlantic Corporation; Pamela Trusal Kemper, Inference Corporation

Bell Atlantic Service Representatives are the primary interface between the company and its many customers. They are responsible for negotiating orders to establish, transfer or disconnect telephone service as well as answer questions and process changes to a customer’s service or billing account. To support this wide variety of tasks, the Service Reps use a number of computer applications, mostly hosted on mainframe systems. Each application has it’s own arcane language for data entry and retrieval which must be mastered by the user. In addition, large amounts of required information, such as rates, service restrictions, etc. are documented on paper and must be memorized or "looked up" during the customer contact.

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