Injecting Digitized Knowledge into the Technical Support Dialog
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.
KeywordsDigitized knowledge Hybrid intelligent system Data driven organization Human-artificial knowledge systems Technical support systems
The information described in this paper is based on the hard work and dedications of the men and women of Cisco Global TAC.
- 1.Liebowitz, J.: The Handbook of Applied Expert Systems. CRC Press, London (1998)Google Scholar
- 2.Kendal, S.L., Creen, M.: An Introduction to Knowledge Engineering. Springer-Verlag, London (2007)Google Scholar
- 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)Google Scholar
- 4.Christensen, C.: The Innovator’s Dilemma: When New Technologies Cause Great Firms to Fail. Harvard Business Review Press, Boston (1997)Google Scholar