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IBM Journal of Research and Development  
Volume 45, Number 1, Page 145 (2006)
Online Game Technology
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A context-aware smart-call-center solution: Improving customer service for online games

by L. Luo, J. Liu, L. Shao, W. Lu, M. Ye
Call centers play an important role in the online game industry, using automatic call navigation, information integration, and human agent communication to provide interactive services to assist customers. The unique nature of the online game experience has led to new requirements for the call center communication model. In this paper, we propose a context-aware smart-call-center solution which increases customer satisfaction and provides cost savings to online game operators. By leveraging VoIP (voice over Internet Protocol) technology and transmitting contextual information for the player and the game, the smart call center enables a context-aware service capability, helping call-center agents to provide efficient customer support and reducing overall service time and the number of call-center agents. In addition to games, the smart-call-center implementation described in this paper can be used in various solutions that provide instant assistance to customers of online businesses.
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