Customer experience plays a critical role for a profitable organisation or company. A satisfied customer for a company corresponds to higher rates of customer retention, and better representation in the market. One way to improve customer experience is to optimize the functionality of its call center. In this work, we have collaborated with the largest provider of telecommunications and Internet access in the country, and we formulate the customer-agent pairing problem as a machine learning problem. The proposed learning-based method causes a significant improvement in performance of about $215\%$ compared to a rule-based method.

翻译：客户体验对盈利性组织或公司至关重要。满意的客户意味着更高的客户留存率和更好的市场表现。提升客户体验的途径之一是优化呼叫中心的功能。在本研究中，我们与国内最大的电信和互联网接入服务提供商合作，将客户-客服配对问题建模为机器学习问题。与基于规则的方法相比，所提出的基于学习的方法实现了约$215\%$的性能显著提升。