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Project: mbanx/Clive System and Video (video summary).

Concept: Video demonstration and video archive of working First-of-A-Kind system that integrates IBM Research's collaborative customer care technology (Clive) into the Bank of Montreal mbanx Web site.

Design: Worked with technical and marketing teams of Bank of Montreal/mbanx to identify business opportunities for using collaborative customer care technology. Through interviews and natural observations of customer call center, I identified four scenarios: Sales and marketing, customer service, customer support, and customer acquisition.

Implementation: Using scenario-based design, I identified Web pages on mbanx where Clive technology can be initiated through a form button. Wrote the video script and produced the video.

Principals: Done in collaboration with IBM Research project team — Shahrokh Daijavad, Tong-Haing Fin, Tom Frauenhofer, Tetsu Fujisaki, Maroun Touma, and Catherine G. Wolf.

Work Conducted: September 1997 — May 1999.