Related papers: Silent Abandonment in Text-Based Contact Centers: …

In the quest to improve services, companies offer customers the opportunity to interact with agents through contact centers, where the communication is mainly text-based. This has become one of the favorite channels of communication with…

In a call center, staffing decisions must be made before the call arrival rate is known with certainty. Then, once the arrival rate becomes known, the call center may be over-staffed, in which case staff are being paid to be idle, or…

In many call centers, callers may call multiple times. Some of the calls are re-attempts after abandonments (redials), and some are re-attempts after connected calls (reconnects). The combination of redials and reconnects has not been…

Emotional stress often has a significant effect on the working performance of staff, but this effect is commonly neglected in existing staff scheduling methods. We study a call-center staff scheduling problem, which considers the evolution…

Artificial intelligence based chatbots have brought unprecedented business potential. This study aims to explore consumers trust and response to a text-based chatbot in ecommerce, involving the moderating effects of task complexity and…

This paper studies a service system in which arriving customers are provided with information about the delay they will experience. Based on this information they decide to wait for service or to leave the system. Specifically, every…

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…

Salespeople frequently face the dynamic screening decision of whether to persist in a conversation or abandon it to pursue the next lead. Yet, little is known about how these decisions are made, whether they are efficient, or how to improve…

Average hold time is a concern for call centers because it affects customer satisfaction. Contact centers should instruct their agents to use special on-hold scripts to maintain positive interactions with clients. This study presents a…

Majority voting is the standard for aggregating multi-agent responses into a final decision. However, traditional methods typically require all agents to complete their reasoning before aggregation begins, leading to significant…

Customer retention is one of the primary goals in the area of customer relationship management. A mass of work exists in which machine learning models or business rules are established to predict churn. However, targeting users at an early…

Effective feature representations play a critical role in enhancing the performance of text generation models that rely on deep neural networks. However, current approaches suffer from several drawbacks, such as the inability to capture the…

As more algorithmic systems have come under scrutiny for their potential to inflict societal harms, an increasing number of organizations that hold power over harmful algorithms have chosen (or were required under the law) to abandon them.…

This paper addresses a fundamental and practically significant problem in call centre operations -- determining optimal call allocation policies that meet client service targets while minimising staffing costs. Motivated by a problem…

We study the problem of an agent continuously faced with the decision of placing or not placing trust in an institution. The agent makes use of Bayesian learning in order to estimate the institution's true trustworthiness and makes the…

We establish heavy-traffic stochastic-process limits for waiting times in many-server queues with customer abandonment. If the system is asymptotically critically loaded, as in the quality-and-efficiency-driven (QED) regime, then a bounding…

Recent advances in conversational systems have changed the search paradigm. Traditionally, a user poses a query to a search engine that returns an answer based on its index, possibly leveraging external knowledge bases and conditioning the…

Telecommunications operators (telcos) traditional sources of income, voice and SMS, are shrinking due to customers using over-the-top (OTT) applications such as WhatsApp or Viber. In this challenging environment it is critical for telcos to…

The handling of communication breakdowns and loss of engagement is an important aspect of spoken dialogue systems, particularly for chatting systems such as attentive listening, where the user is mostly speaking. We presume that a human is…

This paper considers a nonstationary multiserver queuing model with abandonment and balking for inbound call centers. We present a continuous time Markov chain (CTMC) model which captures the important characteristics of an inbound call…