Skip to main content
Disciplines
Automotive Business IT + Informatics Construction + Real Estate Electrical Engineering + Electronics Energy + Sustainability Insurance + Risk Finance + Banking Management + Leadership Marketing + Sales Mechanical Engineering + Materials
Events
DE
EN
Books
Journals
Topic Page
Marketing
Start single access now
Access for companies
EXTENDED SEARCH
Log in
Top
Published in:
A Design and Description Method for Human-Autonomy Teaming Systems Read chapter Read first chapter

2018 | OriginalPaper | Chapter

Injecting Digitized Knowledge into the Technical Support Dialog

Author : Don Allen

Published in: Intelligent Human Systems Integration

Publisher: Springer International Publishing

Log in

Activate our intelligent search to find suitable subject content or patents.

search-config
loading …

Abstract

This paper is a case study of the journey that the Cisco Global Technical Assistance Center has undertaken to move towards a data driven support organization. The different factors and business functions impacted by this effort will be identified and examined along with the various programs, products, and processes that have been introduced to enable the organization to capture, exercise, and consume digitized knowledge (dK). The efficacy and pitfalls of the process of moving from a grassroots effort to a systemic, structured business operation will be discussed.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 390 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Maschinenbau + Werkstoffe




 

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

inform now
previous chapter Continuous Model Based System Engineering (MBSE) Improvement via Human System Integration and Customer Change
next chapter Artificial Intelligence and Interaction Design for a Positive Emotional User Experience
Literature
1.
Liebowitz, J.: The Handbook of Applied Expert Systems. CRC Press, London (1998)
2.
Kendal, S.L., Creen, M.: An Introduction to Knowledge Engineering. Springer-Verlag, London (2007)
3.
Feigenbaum, E.A., McCorduck, P.: The Fifth Generation: Artificial Intelligence and Japan’s Computer Challenge to the World. Addison-Wesley Publishing Co., Reading (1983)
4.
Christensen, C.: The Innovator’s Dilemma: When New Technologies Cause Great Firms to Fail. Harvard Business Review Press, Boston (1997)
Metadata
Title
Injecting Digitized Knowledge into the Technical Support Dialog
Author
Don Allen
Copyright Year
2018
Book
Intelligent Human Systems Integration

Print ISBN: 978-3-319-73887-1

Electronic ISBN: 978-3-319-73888-8

Copyright Year: 2018

DOI
https://doi.org/10.1007/978-3-319-73888-8_10

Premium Partner

    Image Credits