Adapting the interaction in a call centre system | Zendy

Federica Cena | Zendy; Ilaria Torre | Zendy

AI Assistant Blog Pricing

Home ZAIA Blog

Open Access

Adapting the interaction in a call centre system

Author(s) -

Federica Cena,

Ilaria Torre

Publication year - 2006

Publication title -

interacting with computers

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.328

H-Index - 82

eISSN - 1873-7951

pISSN - 0953-5438

DOI - 10.1016/j.intcom.2005.11.007

Subject(s) - humanities , library science , computer science , art

This paper describes Adaptive Response and Routing System (ARRS), a system which personalizes the management of the entire answering process in a Call Centre infrastructure. The system is characterized by combining two kinds of adaptation: to the caller and to the operator. The aim is to support the user incrementally, improving the global quality of the interaction. In particular, the system combines a first process of automatic and personalized response with a second one of adaptive routing of the call to the operator who best fits the caller's features, according to a user-centered workflow. The results of a preliminary evaluation confirm the validity of the approach.

The content you want is available to Zendy users.

Already have an account? Click here to sign in.

Having issues? You can contact us here

Accelerating Research