all AI news
Contact Complexity in Customer Service
Feb. 27, 2024, 5:41 a.m. | Shu-Ting Pi, Michael Yang, Qun Liu
cs.LG updates on arXiv.org arxiv.org
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
More from arxiv.org / cs.LG updates on arXiv.org
The Perception-Robustness Tradeoff in Deterministic Image Restoration
2 days, 18 hours ago |
arxiv.org
Jobs in AI, ML, Big Data
Founding AI Engineer, Agents
@ Occam AI | New York
AI Engineer Intern, Agents
@ Occam AI | US
AI Research Scientist
@ Vara | Berlin, Germany and Remote
Data Architect
@ University of Texas at Austin | Austin, TX
Data ETL Engineer
@ University of Texas at Austin | Austin, TX
Lead GNSS Data Scientist
@ Lurra Systems | Melbourne