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Teacher-Student Learning on Complexity in Intelligent Routing
- Publication Year :
- 2024
-
Abstract
- Customer service is often the most time-consuming aspect for e-commerce websites, with each contact typically taking 10-15 minutes. Effectively routing customers to appropriate agents without transfers is therefore crucial for e-commerce success. To this end, we have developed a machine learning framework that predicts the complexity of customer contacts and routes them to appropriate agents accordingly. The framework consists of two parts. First, we train a teacher model to score the complexity of a contact based on the post-contact transcripts. Then, we use the teacher model as a data annotator to provide labels to train a student model that predicts the complexity based on pre-contact data only. Our experiments show that such a framework is successful and can significantly improve customer experience. We also propose a useful metric called complexity AUC that evaluates the effectiveness of customer service at a statistical level.<br />Comment: KDD 2023 Workshop on End-End Customer Journey Optimization
- Subjects :
- Computer Science - Machine Learning
Computer Science - Artificial Intelligence
Subjects
Details
- Database :
- arXiv
- Publication Type :
- Report
- Accession number :
- edsarx.2402.15665
- Document Type :
- Working Paper