Automatic analysis of call-center conversations.
Gilad MishneDavid CarmelRon HooryAlexey RoytmanAya SofferPublished in: CIKM (2005)
Keyphrases
- automatic analysis
- call center
- service level
- service quality
- asymptotically optimal
- arrival rate
- customer service
- multi party
- heavy traffic
- service systems
- queue length
- customer support
- body movements
- queueing model
- operational decisions
- machine learning
- manual annotation
- agent technology
- steady state
- service times
- random variables