How can I help you today?: the knowledge work of call center agents.

Peggy Szymanski Luke D. Plurkowski Patricia Swenton-Wall Jennifer Englert

Published in: PDC (2) (2012)

Keyphrases

call center
multi agent
multi agent systems
domain knowledge
knowledge base
incomplete knowledge
multiagent systems
software agents
reasoning process
intelligent agents
cooperative
autonomous agents
arrival rate
knowledge management
service level
reinforcement learning
artificial intelligence