What is the program of assistance in answering call center operators?

Question

Algorithms

Hello.
There is a company that sells certain equipment. Customers can call and ask questions about the operation of this equipment, the causes of failures, etc.
What software is there for a call center manager that can help answer a question received from a customer?
This should be a system with the following work algorithm:
1. The manager receives an application/call.
2. Based on the question of the application, selects the desired section in the system.
3. The system suggests what questions to ask the client and / or issues a decision.

Answer 1

For complex situations, this class of software is called "expert systems"
For simple situations - just a wiki is
enough this person's transactions.