AgentBuddy: A Contextual Bandit based Decision Support System for Customer Support Agents [article]

Hrishikesh Ganu, Mithun Ghosh, Shashi Roshan
2019 arXiv   pre-print
In this short paper, we present early insights from a Decision Support System for Customer Support Agents (CSAs) serving customers of a leading accounting software. The system is under development and is designed to provide suggestions to CSAs to make them more productive. A unique aspect of the solution is the use of bandit algorithms to create a tractable human-in-the-loop system that can learn from CSAs in an online fashion. In addition to discussing the ML aspects, we also bring out
more » ... t insights we gleaned from early feedback from CSAs. These insights motivate our future work and also might be of wider interest to ML practitioners.
arXiv:1903.03512v1 fatcat:5ddp3cen2rfm3ac3hz5hiu2mdi