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Which Channel to Ask My Question? Personalized Customer Service Request Stream Routing using Deep Reinforcement Learning
[article]
2019
arXiv
pre-print
Customer services are critical to all companies, as they may directly connect to the brand reputation. Due to a great number of customers, e-commerce companies often employ multiple communication channels to answer customers' questions, for example, chatbot and hotline. On one hand, each channel has limited capacity to respond to customers' requests, on the other hand, customers have different preferences over these channels. The current production systems are mainly built based on business
arXiv:1911.10521v1
fatcat:clndfegx3rgnti4zbeq56wujta