An Agent-Mediated Knowledge Management System in Call Centers Using SMV and TROPOS

Call centers have become one of the most cost effectiveways of selling products to customers and giving services to themin different industries. by applying knowledge managementsolutions, we can meet call centers’ challenges and gain benefitsof reduced training costs, improved call handling and greaterflexibility. this paper describes an agent mediated knowledgemanagement system in call centers using the troposmethodology. we use structure-in-5 for architectural designwhich specifies that our km system is an aggregation of five substructures.furthermore we develop a formal methodology andtechnique to verify the validity of communication protocolsdefined in a multi-agent environment. this is accomplished byexamining agent conversations before deploying the system. themethodology leads to the definition of six different classes ofagents. our experiments develop proof of concept module for acall center that automatically verifies some of the importantproperties identified in this methodology. results prove theagent’s specification and indicate that our proposed model worksaccurately. the paper concludes with observations on the callcenters and the role of agents in the proposed model.