Organic Knowledge Management for Web-Based Customer Service
Stephen D. Durbin (RightNow Technologies, USA), Doug Warner (RightNow Technologies, USA), J. Neal Richter (RightNow Technologies, USA) and Zuzana Gedeon (RightNow Technologies, USA)
Copyright: © 2004
This chapter introduces practical issues of information navigation and organizational knowledge management involved in delivering customer service via the Internet. An adaptive, organic approach is presented that addresses these issues. This approach relies on both a system architecture that embodies effective knowledge processes, and a knowledge base that is supplemented with meta-information acquired automatically through various data mining and artificial intelligence techniques. An application implementing this approach, RightNow eService Center, and the algorithms supporting it are described. Case studies of the use of eService Center by commercial, governmental and other types of organizations are presented and discussed. It is suggested that the organic approach is effective in a variety of information-providing settings beyond conventional customer service.