Improving Customer Experience in Call Centers with Intelligent Customer-Agent Pairing.
Stylianos FilippouA. TsiartasP. HadjineophytouS. ChristofidesKleanthis MalialisChristos G. PanayiotouPublished in: CoRR (2023)
Keyphrases
- call center
- agent technology
- customer service
- service level
- arrival rate
- service quality
- service times
- customer relationship management
- asymptotically optimal
- electronic commerce
- intelligent agents
- software agents
- multi agent systems
- multi agent
- customer satisfaction
- mobile agents
- intelligent systems
- multiagent systems
- state space
- expert systems
- service systems
- arrival process
- cooperative
- real time
- point of sale