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Large scale call centres are the frontline of customer experience across many industries. Optimizing their operations is crucial for achieving better customer service. We model agent customer pairing as a “talent” allocation problem. In this talk, we discuss how we used uplift modelling to provide real time agent-customer pairings that drive a positive lift in overall interaction score (which can come from any arbitrary scoring function). We discuss the challenges of developing and deploying such models to make real-time interventions in call centres. Similar approaches can be used to drive uplift of any important business KPI with respect to an allocation decision.
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