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A Comparison of Dialog Strategies for Call Routing
International Journal of Speech Technology, 2004Advances in commercially-available ASR technology have enabled the deployment of “How-may-I-help-you?” interactions to automate call routing. While often preferred to menu-based or directed dialog strategies, there is little quantitative research into the relationships among prompt style, task completion, user preference/satisfaction, and domain.
Jason D. Williams, Silke M. Witt
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Proceedings of the Eleventh International Workshop on Multimedia Data Mining, 2011
In recent years, most companies now interact with their customers for businesses purposes through contact or call centers. Substantially, customers now perceive a company through their interaction with Customer Services Representatives (CSR's) in their centers.
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In recent years, most companies now interact with their customers for businesses purposes through contact or call centers. Substantially, customers now perceive a company through their interaction with Customer Services Representatives (CSR's) in their centers.
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A Call-Routing Problem with Service-Level Constraints
Operations Research, 2003We consider a queueing system, commonly found in inbound telephone call centers, that processes two types of work. Type-H jobs arrive at rate λH, are processed at rate μH , and are served first come, first served within class. A service-level constraint of the form E[delay] ≤ α or P {delay ≤ β} ≥ limits the delay in queue that these jobs may face.
Gans, N, Zhou, YP
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Call routing by simulated annealing
International Journal of Electronics, 1995Simulated annealing (SA) is a powerful stochastic search algorithm applicable to a wide range of problems. This paper presents some experiments of applying SA to an NP-hard problem, i.e. call routing in circuit-switched telecommunications networks. The call routing problem considered here can be described as assigning calls to paths in a network so ...
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Joint Deployment and Request Routing for Microservice Call Graphs in Data Centers
IEEE Transactions on Parallel and Distributed Systems, 2023Bharadwaj Veeravalli +2 more
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Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times
Manufacturing and Service Operations Management, 2014Pierre L'Ecuyer +2 more
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Automatic call-routing without transcriptions
8th European Conference on Speech Communication and Technology (Eurospeech 2003), 2003Qiang Huang 0006, Stephen J. Cox
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A Staffing Algorithm for Call Centers with Skill-Based Routing
Manufacturing and Service Operations Management, 2005Ward Whitt
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Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers
Manufacturing and Service Operations Management, 2012Yong-Pin Zhou, Vijay Mehrotra
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