Leveraging Call Center Logs for Customer Behavior Prediction.

Anju G. Parvathy Bintu G. Vasudevan Abhishek Kumar Rajesh Balakrishnan

Published in: IDA (2009)

Keyphrases

customer behavior
call center
customer service
log files
web logs
historical data
customer data
service quality
service level
prediction model
arrival rate
behavior patterns
steady state
transactional data
log data
queue length
agent technology
multi agent