Predictive Skill Based Call Routing Using Multi-Label Classification Techniques

Int. J. Bus. Intell. Res. Pub Date : 2017-07-01 DOI:10.4018/IJBIR.2017070104

V. Kalakbandi, Sankara Prasad Kondareddy

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Abstract

Thisarticle is in thecontextofacallcentrewhoseagentspossessaheterogeneousskillset.The significantchallengeforsuchacallcentrewouldbeskillsbasedcallrouting:tomatchaninbound customer call to a call centre agent possessing the relevant skillset. This article will present an alternativetotheusualInteractiveVoiceRecording(IVR)menubasedapproachtoskillbasedcall routing.Thisarticlewillalsomakeuseofamulti-labelclassificationtechniquestopredictthepurpose ofthecustomercallinadvanceandrouteittotheappropriatecallcentreagentwithoutthecustomer’s intervention.Thishassle-freecallroutingtechniqueproducesefficientinteractionsandhelpsenhance customerexperience,resultinginhighercustomersatisfactionandbettercross-sellopportunities. KeywoRdS Heterogeneous Skillset, Multi Label Classification, Predictive Analytics, Skill Based Call Routing

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基于多标签分类技术的预测技能呼叫路由

Thisarticle is在thecontextofacallcentrewhoseagentspossessaheterogeneousskillset。The significantchallengeforsuchacallcentrewouldbeskillsbasedcallrouting:tomatchaninbound customer > call> to > a > call> center> agent >拥有>相关>技能集。这篇文章将介绍an_ alternativetotheusualInteractiveVoiceRecording(IVR)menubasedapproachtoskillbasedcall路由。Thisarticlewillalsomakeuseofamulti-labelclassificationtechniquestopredictthepurpose ofthecustomercallinadvanceandrouteittotheappropriatecallcentreagentwithoutthecustomer的干预。Thishassle-freecallroutingtechniqueproducesefficientinteractionsandhelpsenhance customerexperience，resultinginhighercustomersatisfactionandbettercross-sellopportunities。关键词:异构技能集，多标签分类，预测分析，基于技能的呼叫路由

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Int. J. Bus. Intell. Res.

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