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Examples of customer service by artificial means are automated online assistants that can be seen as avatars on websites, [12] which enterprises can use to reduce operating and training costs. [12] These are driven by chatbots , and a major underlying technology to such systems is natural language processing .
For DNIS service, the telephone company sends a sequence of typically four to ten digits during call setup. [1] Direct inward dial (DID) service also provides DNIS. For example, a company may have a different toll-free telephone number for each product line it sells, or for multilingual customer support.
Queueing theory is a branch of mathematics in which models of service systems have been developed. A call centre can be seen as a queueing network and results from queueing theory such as the probability an arriving customer needs to wait before starting service useful for provisioning capacity. [30]
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