A Mixed-Initiative Call Center Application for Appliance Diagnostics

William Cheetham

A mixed-initiative system was created to improve customer support at General Electric Consumer Products. The tool helped call-takers solve customers’ problems by suggesting questions that can be used to diagnose the customers’ problems. The mixed-initiative system provides human-like initiative that improves the correctness of the diagnostic process, speed of the process, and user satisfaction with the process. This has been in use since 1999 and has provided over $80 million in financial benefits to General Electric by increasing the percentage of questions that could be answered without sending a field service technician to the customers’ home.


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