abkmoon@msd.kaist.ac.kr, ^bjklee@msd.kaist.ac.kr

Kyoung Jun Lee

Human assistance, as well as automated service, is necessary for providing more convenient services to customers on the Internet-based commerce system,. Call centers are typically human-based service systems. However, the services of existing PSTN-based call centers are not enough to meet the needs of customers on the Internet. Most of them have been designed without considering the interaction involved in Internet commerce service systems such as Internet shopping malls. In our research, we design a call center which can be well integrated with an Internet shopping mall. It is named IMC (Internet-based Multimedia Call Center). It contains two parts: an Internet Multimedia Dialogue System and a Human Agent Assisting System. The Internet Multimedia Dialogue System is an Internet/multimedia version of the Interactive Voice Response (IVR) service of CTI-based call centers because it provides access to the multimedia Web page and, at the same time, voice through the Internet. The Human Agent Assisting System aims to support human agents of the call center in providing high quality individualized information for each customer. IMC is a real-time human-imbedded system that can provide high-quality services cost-effectively for Internet commerce.

Call Center; Electronic Commerce; Internet Commerce; Computer Telephony Integration; Internet Shopping Mall; Human-imbedded System