Contact Complexity in Customer Service

arXiv:2402.15655v1 Announce Type: new
Abstract: Customers who reach out for customer service support may face a range of issues that vary in complexity. Routing high-complexity contacts to junior agents can lead to multiple transfers or repeated contacts, while directing low-complexity contacts to senior agents can strain their capacity to assist customers who need professional help. To tackle this, a machine learning model that accurately predicts the complexity of customer issues is highly desirable. However, defining the complexity of a contact …

abstract agents arxiv capacity complexity cs.ai cs.lg customer customers customer service face junior low multiple professional routing service support type