Abstract
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,
(ii) Planning,
(iii) Analytics, (iv) Validation, and
(v) Implementation.
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.
(Finished)
