CRM is of critical importance for ATB Financial. Comprehensive data collection and monitoring processes have been established at the company. The main objective of the project is to set-up, on top of what is existing, a case-based reasoning approach for providing decision support to assig new opportunities to service personal. The collaboration project followed a systematic process including
(i) Problem formulation,
(iii) Analytics, (iv) Validation, and
For (i), we performed structured interviews with Customer Care Center domain experts. The goal is to create a case-based reasoning solution applicable to guide optimized service delivery.