A Knowledge-Based System within a Cooperative Processing Environment

CADS (consumer appliance diagnostic system) is a diagnostic and advisory knowledge-based system that provides advice through call-taking representatives to consumers calling the Whirlpool Consumer Assistance Center (CAC). Even though this application is not an original AI application, valuable lessons can be learned from the process that was followed during its development and integration into a revolutionary support system for a customer service operation (the Consumer Assistance Center System [CACS]). Whirlpool CACS was developed and implemented over a 3-year period with a financial investment of over $20 million. Whirlpool recognized the necessity of pursuing an advanced technological solution to the problem of handling an ever-growing number of customer calls. Over 250 call-taking representatives are currently handling as many as 1.7 million calls annually, which is projected to grow to approximately 9 million calls by 1995. This chapter focuses on CADS and how it will strengthen Whirlpool's ability to respond to customer requests as well as create a front-line source for quality information on Whirlpool products. CADS plays a synergistic role in CACS by either accessing other components to enhance its decision-making