Interaction Mining: the new Frontier of Call Center Analytics.
Vincenzo PallottaRodolfo DelmonteLammert VrielingDavid WalkerPublished in: DART@AI*IA (2011)
Keyphrases
- call center
- data mining
- service level
- arrival rate
- asymptotically optimal
- text mining
- heavy traffic
- service quality
- data analysis
- knowledge discovery
- big data
- data analytics
- data management
- business intelligence
- unstructured information
- fluid model
- queue length
- agent technology
- graphical models
- cooperative
- information retrieval