Modelling Hybrid Human-Artificial Intelligence Cooperation: A Call Center Customer Service Case Study.
Laura H. KahnOnur SavasAdamma MorrisonKelsey A. ShafferLila ZapataPublished in: IEEE BigData (2020)
Keyphrases
- customer service
- call center
- artificial intelligence
- case study
- service level
- service quality
- asymptotically optimal
- arrival rate
- cooperative
- customer support
- heavy traffic
- customer behavior
- computational intelligence
- business strategy
- multi agent
- queue length
- computer science
- intelligent systems
- agent technology
- expert systems
- operational decisions
- end users
- customer satisfaction
- databases
- steady state
- intelligent agents
- response time
- state space