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AgentBuddy: A Contextual Bandit based Decision Support System for Customer Support Agents
[article]
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
arXiv:1903.03512v1
fatcat:5ddp3cen2rfm3ac3hz5hiu2mdi