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Expert Agent Selection
10-16 Issue 4 September 1995
To illustrate this, let’s first modify and expand on the Auto Club Skill Table (Table
10-4) presented earlier in this chapter:
Besides a new skill numbering scheme, our modified skill table has four levels
instead of the three levels provided in Table 10-4. Except for the skill numbering
scheme, the top two levels (Supergroup-99 and Emergency Road Service-
Bilingual-88/Route Planning-Bilingual-77) remain unchanged. However, note that
the next level has been reorganized into segments to indicate the ability to speak
English or Spanish. Finally, note that a new level has been added to denote
particular types of accents or pronunciation in English and Spanish.
Now, let’s take a look at the following table, which illustrates how some of the
skills in the preceding table are administered to one relevant VDN (1616):
Table 10-8. Modified Skill Table for the Auto Club
Supergroup-99
Emergency Road Service-
Bilingual-88
Route Planning-
Bilingual-77
English-66 Spanish-55 English-44 Spanish-33
Bostonian-11 Castilian-13 Bostonian-15 Castilian-17
New Yorker-12 South American-14 New Yorker-16 South American-18
Table 10-9. Skill Preferences Assignments for VDN 1616
VDN 1616 - Skill Preferences
1st: 16 Knows about Route Planning, speaks English, has New
Yorker accent
2nd: 44 Knows about Route Planning, speaks English
3rd: 77 Knows about Route Planning, is bilingual