Knowledge Processing in Contact Centers using a Multi-Agent Architecture

The explosion of multimedia data, the continuous growth in computing power, and advances in machine learning and speech and natural language processing are making it possible to create a new breed of virtual intelligent agents capable of performing sophisticated and complex tasks that are radically transforming contact centers. These virtual agents are enabling ubiquitous and personalized access to communication services from anywhere. As contact centers grow and become more complex in their function and organization, the knowledge processes become more formal to ensure consistency of advice and efficiency. This paper suggests a multi-agent approach for distributed knowledge processing and discusses the use of enhanced mobile agent architecture (EMA) [12] in context of contact centers to advance and frame future discussion of these knowledge intensive environments. We prove the benefits of the enterprise resource planning (ERP) management using multi-agent systems for contact centers with distributed knowledge, considering an adequate case study and providing experimental results. Key-Words: Multi-Agent Systems, Software Agent, Mobile Agent, Contact Centers, Distributed Knowledge, Enterprise Resource Planning (ERP).