Building Intelligent Web-Based Customer Service

Rapid growth in business world nowadays has increased the competition among those
companies and also makes it more challenging. Companies need to give the best service
in order to attract those customers. One of the important strategies to create good
customer relationship is by having best customer service. Nowadays, customers can
interact within the company via several communication ways. Those communication
ways are phone, email, live chat, search and also FAQ.
This report describes a research about building the intelligent Web based customer
services which provide an interactive experience that can increase customer interaction.
The research is involving the artificial intelligent techniques into e-business. The focus
is to develop an agent by applying chatting concept between the agent (system) and
customer. The agent is an independent system that performs as customer service in ebusiness.
The agent will make the customers feel like they are dealing with real human.
The research will further into e-business, artificial intelligent and rule based knowledge
scope. This research involves online questionnaires to elicit the needed knowledge.
Questionnaires are involved in this research to get feedback from the customer about
their opinion regarding the current system. Present research has developed the
intelligent Web-based customer service, which its goal is giving efficient service and
satisfaction to the customers.