Live-chat agent assignments to heterogeneous e-customers under imperfect classification.
Paulo B. GóesNoyan IlkWei T. YueJ. Leon ZhaoPublished in: ACM Trans. Manag. Inf. Syst. (2011)
Keyphrases
- classification accuracy
- support vector machine svm
- pattern classification
- multi agent
- multi agent systems
- classification models
- pattern recognition
- automatic classification
- machine learning
- classification scheme
- decision trees
- supervised learning
- intelligent agents
- partial information
- classification systems
- neural network
- machine learning methods
- model selection
- feature vectors
- feature space
- support vector
- dynamic environments
- service providers
- benchmark datasets
- text classification
- software agents
- classification rules
- agent architecture
- cooperative
- feature extraction
- decision making