General Information about Dialogs
In Serviceware Knowledge (SABIO) , guided dialogs can be created. It is the goal of a guided dialog that a user can guide a customer through a process based on the statements made by the customer. The next step of the process always depends on the answers or the information given in the previous step. Dialogs are primarily used in the field of customer service in order to map standard processes to different application areas as well as ensure the quality of the level of service.
A dialog addresses a concrete problem and aids an agent in customer service by providing questions that help the agent find a solution to the inquiry of the customer. Individual questions can be chosen and entered into the system. By “guiding” an agent through a customer dialog, it is ensured that all relevant data about the presented problem is accumulated and that the agent finds an optimal solution to the problem quickly and efficiently.