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Which Channel to Ask My Question? Personalized Customer Service Request Stream Routing using Deep Reinforcement Learning [article]

Zining Liu, Chong Long, Xiaolu Lu, Zehong Hu, Jie Zhang, Yafang Wang
2019 arXiv   pre-print
In addition to the framework, we also propose a new deep-reinforcement-learning based routing method-double dueling deep Q-learning with prioritized experience replay (PER-DoDDQN).  ...  On one hand, each channel has limited capacity to respond to customers' requests, on the other hand, customers have different preferences over these channels.  ...  Motivated by the recent success in deep reinforcement learning [31] , we propose a deep-reinforcement-learning based framework to perform the customer service requests routing.  ... 
arXiv:1911.10521v1 fatcat:clndfegx3rgnti4zbeq56wujta

Which Channel to Ask My Question?: Personalized Customer Service Request Stream Routing using Deep Reinforcement Learning

Zining Liu, Chong Long, Xiaolu Lu, Zehong Hu, Jie Zhang, Yafang Wang
2019 IEEE Access  
INDEX TERMS Deep reinforcement learning, personalized customer service, time-series data processing.  ...  On one hand, each channel has limited capacity to respond to customers' requests; on the other hand, customers have different preferences over these channels.  ...  Motivated by the recent success in deep reinforcement learning [1] , we propose a deep-reinforcement-learning based framework to perform the customer service requests routing.  ... 
doi:10.1109/access.2019.2932047 fatcat:j6ixghrg2zgdfdscsmheyla35e

IEEE Access Special Section Editorial: AI-Driven Big Data Processing: Theory, Methodology, and Applications

Zhanyu Ma, Sunwoo Kim, Pascual Martinez-Gomez, Jalil Taghia, Yi-Zhe Song, Huiji Gao
2020 IEEE Access  
: Personalized customer service request stream routing using deep reinforcement learning,'' proposes a new framework based on deep reinforcement learning that directly takes both resources and user model  ...  To achieve the optimal tradeoff between resources and customers' satisfaction, the article by Liu et al., ''Which channel to ask my question?  ...  Developers around the globe are actively asking question(s) and sharing solutions to the problems related to software development on Stack Overflow (SO).  ... 
doi:10.1109/access.2020.3035461 fatcat:rt7ejtponrfexigie4cfpt7gd4

Tactile based Intelligence Touch Technology in IoT configured WCN in B5G/6G-A Survey

Mantisha Gupta, Rakesh Kumar Jha, Sanjeev Jain
2022 IEEE Access  
The tactile internet and network slicing serve as the backbone of the touch technology which incorporates intelligence from techniques such as artificial intelligence and machine/deep learning.  ...  Touch enabled sensation and actuation is expected to be one of the most promising, straightforward and important uses of the next generation communication networks.  ...  The request is forwarded when the channel is available and if the channel appears to be busy, the entire process starts all over again from the first step, where the user must ask for a service.  ... 
doi:10.1109/access.2022.3148473 fatcat:dbzbqyq3efaj7pbfwf4izmju64

"Beyond the Clouds": Insider Perceptions on the Transmutation of Terrestrial Radio in Canada

Pierre C. Bélanger, Geoffrey Manchester
2013 Journal of radio & audio media  
This sentiment was echoed by Roman and Bray who each used the example of the hypothetical stay-at-home mother who does not have time to learn about streaming services that allow her to customize her own  ...  Learn how to ask questions in ways that will be understood by participants (e.g., conduct preliminary field work to understand the cultural and linguistic norms used in the community); 2.  ...  Participation: My participation will consist of attending one interview session for approximately 30-45 minutes during which I will be asked questions by the researcher about my role at my organization  ... 
doi:10.1080/19376529.2013.825537 fatcat:npzebtyjxjgdjfebmtz66vyrrq

Theory and practice of online learning

Jan van Bruggen
2005 British Journal of Educational Technology  
Low value customers get routed to self-service technologies. High value customers get high-touch service.  ...  There has been a push to providing customers with "Frequently Asked Questions" (FAQ) pages, where customers can look up answers to their own questions.  ...  standards to which the institution is committed.  ... 
doi:10.1111/j.1467-8535.2005.00445_1.x fatcat:52bxo5l2d5dwxjjcenzyawuf7m

Singapore Airlines

Loizos Heracleous, Jochen Wirtz
2014 Journal of Applied Behavioral Science  
standardization as well as personalization in customer interactions.  ...  We address four paradoxes: cost-effective service excellence, simultaneous decentralized and centralized innovation, being simultaneously a follower and a leader in service development, and accomplishing  ...  The authors declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.  ... 
doi:10.1177/0021886314522323 fatcat:gf5mtytxc5ep7bdk3uz5aq7nwa

Other Risk Management Considerations [chapter]

2016 Demystifying Communications Risk  
There are simply too many to mention, or even to recall, as much of my 'research' stretches back over 35 years of professional life.  ...  Acknowledgements The opportunity to research and write this book was both a privilege and a learning experience.  ...  fraud, in order to inflate their revenues. • Spam (typically via email but also by SMS, MMS or any other messaging channel) which can affect network performance and customer experience.  ... 
doi:10.4324/9781315576497-14 fatcat:t2ngpdburzaqzavcy3lcjmdkta

Experience marketing as a modern promotion strategy for hotels chains
Маркетинг опыта как современная стратегия продвижения гостиничных сетей

Анна Чуракова
2019 Маркетинг и маркетинговые исследования  
We will start by reviewing the moves to e-business and social business that are needed to transform organizations to enable them to make wider use of digital and social technologies.  ...  your experiences with us.  ...  So we need to ask on which key audiences should we concentrate resources? A good starting point is to ask the question, 'Who is my ideal customer?'  ... 
doi:10.36627/2074-5095-2019-3-3-186-196 fatcat:35jotkp3zrhmza7e5t4vqgiglq

What's in a name?

2015 Nature Chemical Biology  
Whenever someone said that it was impossible to teach any topic via satellite, MCET proved that person wrong. Interactivity became more than asking questions via telephone.  ...  My questions are still to be answered, and offered as a challenge to the readers.  ... 
doi:10.1038/nchembio.1832 pmid:25978983 fatcat:nzaue6pfg5hdrekc2otp472ama

Theory and Practice of Online Learning

Morten Paulsen
2004 International Review of Research in Open and Distance Learning  
Low value customers get routed to self-service technologies. High value customers get high-touch service.  ...  There has been a push to providing customers with "Frequently Asked Questions" (FAQ) pages, where customers can look up answers to their own questions.  ...  Learners who wish to use technology to structure their learning environment are seeking out the means by which they can do so.  ... 
doi:10.19173/irrodl.v5i3.200 fatcat:mkuyazma6vd3llklmtzhwtlzsu

Session reports for SIGCOMM 2010

Shailesh Agrawal, Immanuel Ilavarasan Thomas, Arun Vishwanath, Tianyin Xu, Fang Yu, Kavitha Athota, Pramod Bhatotia, Piyush Goyal, Phani Krisha, Kirtika Ruchandan, Nishanth Sastry, Gurmeet Singh (+1 others)
2011 Computer communication review  
, which results in wastage.  ...  . • Gist given in the version 2 of Algorhyme A network where RBridges can Route packets to their target LAN. The paths they find, to our elation, Are least cost paths to destination!  ...  a parsing state machine to achieve stream parsing, which is sufficient for protocol parsing.  ... 
doi:10.1145/1925861.1925873 fatcat:jpaoo55h75hprb5k2vlkin5zzi

ICTC 2020 Index

2020 2020 International Conference on Information and Communication Technology Convergence (ICTC)  
Previously, he led the development of control system applications using various AI algorithms such as reinforcement learning, deep learning, and unsupervised learning methods.  ...  Therein, we leverage deep reinforcement learning to solve this problem by considering the varying service demands as the environment state and the allocated resources as the environment action.  ...  online video due to the COVID-19.  ... 
doi:10.1109/ictc49870.2020.9289453 fatcat:n3z7artakrgxxnf5yzzs4uk6ey

What Does Risk Culture Mean to a Corporation? [chapter]

Andrew Freeman
2020 Beyond Bad Apples  
to navigate this document onscreen  ...  2 The role of regulation 3 The role of reward, capabilities, and environment in driving behaviours 4 Leading culture change References returns you to the contents list takes you to helpful References How  ...  While TCF mostly asks 'has the customer been treated fairly?', care asks the question 'has the customer been treated with respect, empathy and compassion?'.  ... 
doi:10.1017/9781316996959.008 fatcat:3cniyq3do5bljc4p7ahagzooqi

Artificial Intelligence [article]

Denis Rothman
2018 Zenodo  
Google Cloud's AI provides intuitive machine learning services. Microsoft Azure offers user-friendly machine learning interfaces.  ...  IBM Cloud and Amazon Web Services (AWS) offer machine learning solutions that do not require AI developers.  ...  Hobchat has asked the user, a person who visibly does not like such questions, What kind of food do you like?  ... 
doi:10.5281/zenodo.5599649 fatcat:vyqr3zzw5rfzpp3zifezw7uzxq
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