Smart: Support:Management Automated Reasoning Technology for Compaq Customer Service

Timothy L. Acorn and Sherry H. Walden

Because of the increasingly competitive nature of the computer man-ufacturing industry, Compaq Computer Corporation has made some trend-setting changes in the way it does business. One of these changes is the extension of Compaq’s call-logging system to include a problem-resolution component that assists customer support personnel in determining the resolution to a customer’s questions and problems.


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