Matching the right clients to the right personnel is a key problem in a call center. If they have a nice algorithm that is efficient in this matching job, the call center could save a lot of money and time. In this work, we did exactly that. Please peruse our approach to matching clients to skilled personnel in a call center.
Recurrent Neural Network based Automated Workload Forecasting in a Contact Center
In a contact center, Customer Service Agents (CSAs) provide product support or valuable information to customers. A key requirement in a contact center is to balance customer satisfaction, by having enough CSAs to support incoming calls, and not too many to reduce costs.
