What is the assistance program in response to the operators of the call center?

There is a firm, which is engaged in the sale of certain equipment. Customers can call and ask questions about the work of this equipment, causes of failures etc.
What is for the Manager of the call center, which can help with the answer to the question received from the customer?

It should be a system with the following algorithm:
1. Manager receives an application/call.
2. Based on the question of the application selects the desired section in the system.
3. The system tells what questions to ask the client and/or issue a decision.
June 8th 19 at 17:17
1 answer
June 8th 19 at 17:19
For complex situations this class is called "expert system"
For simple situations - just enough wiki
And then there are systems integrated with CRM (of which there are a lot), that is, the call comes, determined who is the operator in front of the eyes is already information about the transactions of this person.
Wiki is not suitable for call centre, where you have to quickly solve the problem. In my opinion.

Expert systems are still too complicated option.

What CRM systems have adequate tuning of knowledge base for call center with a large number of algorithms and scenarios? - esperanza17 commented on June 8th 19 at 17:22
is full of them.
but you're looking for ready-made solutions.
typically, you use integration.
for example, the integration module of the telephony Asterix under 1C.
Etc. - efrain.Rolfso commented on June 8th 19 at 17:25
And where you can see examples of such implementations? - esperanza17 commented on June 8th 19 at 17:28
come to us to Novosibirsk. Show - efrain.Rolfso commented on June 8th 19 at 17:31

Find more questions by tags AlgorithmsSoftwareCall centers