arXiv Open Access 2023

Improving Customer Experience in Call Centers with Intelligent Customer-Agent Pairing

S. Filippou A. Tsiartas P. Hadjineophytou S. Christofides K. Malialis +1 lainnya

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Abstrak

Customer experience plays a critical role for a profitable organisation or company. A satisfied customer for a company corresponds to higher rates of customer retention, and better representation in the market. One way to improve customer experience is to optimize the functionality of its call center. In this work, we have collaborated with the largest provider of telecommunications and Internet access in the country, and we formulate the customer-agent pairing problem as a machine learning problem. The proposed learning-based method causes a significant improvement in performance of about $215\%$ compared to a rule-based method.

Topik & Kata Kunci

cs.LG

Penulis (6)

S. Filippou

A. Tsiartas

P. Hadjineophytou

S. Christofides

K. Malialis

C. G. Panayiotou

Format Sitasi

APA MLA BibTeX

Filippou, S., Tsiartas, A., Hadjineophytou, P., Christofides, S., Malialis, K., Panayiotou, C.G. (2023). Improving Customer Experience in Call Centers with Intelligent Customer-Agent Pairing. https://arxiv.org/abs/2305.08594

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Informasi Jurnal

Tahun Terbit: 2023
Bahasa: en
Sumber Database: arXiv
Akses: Open Access ✓