Adaptive Call Center Workforce Management With Deep Neural Network and Reinforcement Learning.
Wuttipong KumwilaisakSaravut PhikulngoenJitpinun PiriyataravetNattanun ThatphithakkulChatchawarn HansakunbuntheungPublished in: IEEE Access (2022)
Keyphrases
- call center
- neural network
- reinforcement learning
- information systems
- customer relationship management
- service level
- learning capabilities
- artificial neural networks
- service quality
- agent technology
- arrival rate
- state space
- asymptotically optimal
- function approximation
- optimal control
- customer support
- customer service
- back propagation
- information technology
- multi agent
- decision making
- learning algorithm
- markov decision processes
- network architecture
- human resources
- information processing
- knowledge management
- fuzzy logic
- service systems
- machine learning