Case-Based Reasoning for General Electric Appliance Customer Support
نویسنده
چکیده
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.
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Lessons Learned using CBR for Customer Support
Three CBR systems were created to improve customer support at General Electric Appliances. The first tool helped call takers answer customers’ questions by using a case base of frequent questions and their answers. This has been in use since 1999 and increased the percentage of questions that could be answered without sending a field service technician to the customers’ home. The second tool is...
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