Improving Customer Experience in Call Centers with Intelligent Customer-Agent Pairing

S. Filippou, A. Tsiartas, P. Hadjineophytou, S. Christofides, K. Malialis +1 more
5/15/2023
cs.LG

No confident code implementation found for this paper. 2 possible matches can be shown below.

Abstract

Customer experience plays a critical role for a profitable organisation or company. A satisfied customer for a company corresponds to higher rates of customer retention, and better representation in the market. One way to improve customer experience is to optimize the functionality of its call center. In this work, we have collaborated with the largest provider of telecommunications and Internet access in the country, and we formulate the customer-agent pairing problem as a machine learning problem. The proposed learning-based method causes a significant improvement in performance of about $215\%$ compared to a rule-based method.

View on arXivView PDF

Code Implementations

No confident code match yet

We couldn't find an author-owned or strongly-evidenced community implementation for this paper. 2 weaker matches are hidden by default — verify before relying on them.

No code implementations found yet.

Know of an implementation? Let us know in the comments below!

Similar Papers

Teacher-Student Learning on Complexity in Intelligent Routing

77% match2024

Enhancing Airline Customer Satisfaction: A Machine Learning and Causal Analysis Approach

77% match2024

Contact Complexity in Customer Service

76% match2024

Enhancing Customer Churn Prediction in Telecommunications: An Adaptive Ensemble Learning Approach

76% match2024

Creation Of A ChatBot Based On Natural Language Proccesing For Whatsapp

75% match2023

Higher Satisfaction, Lower Cost: A Technical Report on How LLMs Revolutionize Meituan's Intelligent Interaction Systems

75% match2025

Cite this paper

@article{filippou2023improving,
  title  = {Improving Customer Experience in Call Centers with Intelligent Customer-Agent Pairing},
  author = {S. Filippou and A. Tsiartas and P. Hadjineophytou and S. Christofides and K. Malialis and C. G. Panayiotou},
  year   = {2023},
  eprint = {2305.08594},
  archivePrefix = {arXiv},
  url    = {http://arxiv.org/abs/2305.08594v2}
}

Add a badge to your README

Shows whether official code is linked for this paper.

Code of Paper badge
[![Code of Paper](https://codeofpaper.com/badge/2305.08594.svg)](https://codeofpaper.com/paper/2305.08594)

Discussion