Boyer, Ken, Roger Hallowell, and Aleda Roth. "E-Services: Operations Strategy, A Case Study and a Method for Analyzing Operational Benefits." Journal of Operations Management 20, no. 2 (April 2002).
A multinational telecommunications company in Europe standardized on BMC's Helix Chatbot to serve over 120,000 employees across all divisions with self-help articles and catalog items and support ...
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