Creating knowledge base for responding customers' enquiries in banks : the case of Thai Farmers Bank | |
| Author | Phavaphan Sivaraks |
| Call Number | AIT RSPR no. SM-02-32 |
| Subject(s) | Expert systems (Computer science) Call centers--Customer services Banks and banking--Customer services |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration, School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-02-32 |
| Abstract | Customer satisfaction is the most impo1tant factor for the success of any industry. For the responding customers' enquiries, quick and consistent of answering can make more customer satisfying. Creating knowledge base in the call center is the one to improve efficiency of customer service in call center. The purpose of this research study is design the model to create knowledge base for responding customers' enquires in call center in the case of Thai Farmers Bank. This research collect the information from interview Thai Farmers Bank staffs, observation call center and study the related literature and document. The model separated in three main functions 1) Preparing the knowledge to knowledge base 2) Accessing the knowledge in knowledge base and 3) Solving problems, updating and maintenance knowledge base. This model can enhance in other depa1tments in Thai Farmers Bank and can apply in other banks. |
| Year | 2002 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-02-32 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Islam, Nazrul; |
| Examination Committee(s) | Sununta Siengthai;Park, Jong Chan; |
| Scholarship Donor(s) | Thai Farmers Bank Co., Ltd.; |
| Degree | Special Studies Project Report (M.B.A.) - Asian Institute of Technology, 2002 |