Improving Customer Experience in Call Centers with Intelligent Customer-Agent Pairing.
Stylianos FilippouAndreas TsiartasPetros HadjineophytouSpyros ChristofidesKleanthis MalialisChristos G. PanayiotouPublished in: AIAI (1) (2023)
Keyphrases
- call center
- agent technology
- customer service
- asymptotically optimal
- service level
- customer relationship management
- service quality
- service times
- multi agent systems
- customer satisfaction
- arrival rate
- electronic commerce
- software agents
- intelligent agents
- intelligent systems
- heavy traffic
- service systems
- multi agent
- queueing model
- multiagent systems
- mobile agents
- special case
- cooperative
- reinforcement learning