{"id":"https://openalex.org/W26578488","doi":"https://doi.org/10.1007/978-3-540-36266-1_19","title":"Development of Fuzzy Expert System for Customer and Service Advisor Categorisation within Contact Centre Environment","display_name":"Development of Fuzzy Expert System for Customer and Service Advisor Categorisation within Contact Centre Environment","publication_year":2006,"publication_date":"2006-01-01","ids":{"openalex":"https://openalex.org/W26578488","doi":"https://doi.org/10.1007/978-3-540-36266-1_19","mag":"26578488"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-540-36266-1_19","doi":"https://doi.org/10.1007/978-3-540-36266-1_19","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-540-36266-1_19","pdf_url":null,"source":{"id":"https://openalex.org/S4210208846","display_name":"Advances in intelligent and soft computing","issn_l":"1867-5662","issn":["1867-5662","1867-5670"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Advances in Intelligent and Soft Computing","raw_type":"book-chapter"},"volume":{"id":"https://openalex.org/W3019224843","display_name":"Applications of Soft Computing"},"type":"book-chapter","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5014590087","display_name":"Satya R Shah","orcid":"https://orcid.org/0000-0001-5575-7682","observed_orcids":["https://orcid.org/0000-0001-5575-7682"]},"institutions":[{"id":"https://openalex.org/I82284825","display_name":"Cranfield University","ror":"https://ror.org/05cncd958","country_code":"GB","type":"education","lineage":["https://openalex.org/I82284825"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Satya Shah","raw_affiliation_strings":["Enterprise Integration, Cranfield University, Cranfield. Bedfordshire, MK43 0AL, UK","Cranfield University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Enterprise Integration, Cranfield University, Cranfield. Bedfordshire, MK43 0AL, UK","institution_ids":["https://openalex.org/I82284825"]},{"raw_affiliation_string":"Cranfield University","institution_ids":["https://openalex.org/I82284825"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5024454586","display_name":"Rajkumar Roy","orcid":"https://orcid.org/0000-0001-5491-7437","observed_orcids":["https://orcid.org/0000-0001-5491-7437"]},"institutions":[{"id":"https://openalex.org/I82284825","display_name":"Cranfield University","ror":"https://ror.org/05cncd958","country_code":"GB","type":"education","lineage":["https://openalex.org/I82284825"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Rajkumar Roy","raw_affiliation_strings":["Enterprise Integration, Cranfield University, Cranfield. Bedfordshire, MK43 0AL, UK","Cranfield University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Enterprise Integration, Cranfield University, Cranfield. Bedfordshire, MK43 0AL, UK","institution_ids":["https://openalex.org/I82284825"]},{"raw_affiliation_string":"Cranfield University","institution_ids":["https://openalex.org/I82284825"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5066657755","display_name":"Ashutosh Tiwari","orcid":"https://orcid.org/0000-0002-6197-1519","observed_orcids":["https://orcid.org/0000-0002-6197-1519","https://orcid.org/0009-0002-5618-0584"]},"institutions":[{"id":"https://openalex.org/I82284825","display_name":"Cranfield University","ror":"https://ror.org/05cncd958","country_code":"GB","type":"education","lineage":["https://openalex.org/I82284825"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Ashutosh Tiwari","raw_affiliation_strings":["Enterprise Integration, Cranfield University, Cranfield. Bedfordshire, MK43 0AL, UK","Cranfield University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Enterprise Integration, Cranfield University, Cranfield. Bedfordshire, MK43 0AL, UK","institution_ids":["https://openalex.org/I82284825"]},{"raw_affiliation_string":"Cranfield University","institution_ids":["https://openalex.org/I82284825"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I82284825"],"apc_list":null,"apc_paid":null,"fwci":3.2442,"has_fulltext":false,"cited_by_count":6,"citation_normalized_percentile":{"value":0.91382517,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":93},"biblio":{"volume":null,"issue":null,"first_page":"197","last_page":"206"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.6416000127792358,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.6416000127792358,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10820","display_name":"Fuzzy Logic and Control Systems","score":0.10970000177621841,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T13373","display_name":"Data Mining and Machine Learning Applications","score":0.09189999848604202,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/fuzzy-expert-system","display_name":"fuzzy expert system","score":0.9819999933242798},{"id":"https://openalex.org/keywords/call-centers","display_name":"call centers","score":0.7319999933242798},{"id":"https://openalex.org/keywords/fuzzy-clustering","display_name":"fuzzy clustering","score":0.6119999885559082},{"id":"https://openalex.org/keywords/customer-segmentation","display_name":"customer segmentation","score":0.5690000057220459},{"id":"https://openalex.org/keywords/demographic-factors","display_name":"demographic factors","score":0.6759999990463257},{"id":"https://openalex.org/keywords/membership-values","display_name":"membership values","score":0.4560000002384186},{"id":"https://openalex.org/keywords/prototype-system","display_name":"prototype system","score":0.8199999928474426}],"concepts":[{"id":"https://openalex.org/C58166","wikidata":"https://www.wikidata.org/wiki/Q224821","display_name":"Fuzzy logic","level":2,"score":0.6612331867218018},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5295175909996033},{"id":"https://openalex.org/C58328972","wikidata":"https://www.wikidata.org/wiki/Q184609","display_name":"Expert system","level":2,"score":0.4763393998146057},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4625866115093231},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.4519875943660736},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4483260214328766},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.43672996759414673},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4247242212295532},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.4204294681549072},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.3305216431617737},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.3274187445640564},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.32066404819488525},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.3166007399559021},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.2841333746910095},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.2534143924713135},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.23372361063957214},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.1870279610157013},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.12446960806846619}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-540-36266-1_19","doi":"https://doi.org/10.1007/978-3-540-36266-1_19","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-540-36266-1_19","pdf_url":null,"source":{"id":"https://openalex.org/S4210208846","display_name":"Advances in intelligent and soft computing","issn_l":"1867-5662","issn":["1867-5662","1867-5670"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Advances in Intelligent and Soft Computing","raw_type":"book-chapter"},{"id":"pmh:oai:dspace.lib.cranfield.ac.uk:1826/1460","doi":null,"is_oa":false,"landing_page_url":"http://dspace.lib.cranfield.ac.uk/handle/1826/1460","pdf_url":null,"source":{"id":"https://openalex.org/S4306401778","display_name":"CERES (Cranfield University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I82284825","host_organization_name":"Cranfield University","host_organization_lineage":["https://openalex.org/I82284825"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":16,"referenced_works":["https://openalex.org/W137705204","https://openalex.org/W1932564131","https://openalex.org/W1977708064","https://openalex.org/W1985972725","https://openalex.org/W1996926811","https://openalex.org/W2029740419","https://openalex.org/W2036782213","https://openalex.org/W2054446488","https://openalex.org/W2081697200","https://openalex.org/W2099769691","https://openalex.org/W2146887310","https://openalex.org/W2149887444","https://openalex.org/W2170845505","https://openalex.org/W2186352745","https://openalex.org/W2333057539","https://openalex.org/W2546154814"],"related_works":["https://openalex.org/W2108752534","https://openalex.org/W7096688273","https://openalex.org/W830282257","https://openalex.org/W1949834225","https://openalex.org/W4229013183","https://openalex.org/W2375248839","https://openalex.org/W1833739994","https://openalex.org/W1025043917","https://openalex.org/W378611356","https://openalex.org/W2026542391"],"abstract_inverted_index":null,"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-10-10T09:11:00.788812","created_date":"2016-06-24T00:00:00"}
