کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
551139 | 872795 | 2006 | 29 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Adapting the interaction in a call centre system
دانلود مقاله + سفارش ترجمه
دانلود مقاله ISI انگلیسی
رایگان برای ایرانیان
موضوعات مرتبط
مهندسی و علوم پایه
مهندسی کامپیوتر
تعامل انسان و کامپیوتر
پیش نمایش صفحه اول مقاله
![عکس صفحه اول مقاله: Adapting the interaction in a call centre system Adapting the interaction in a call centre system](/preview/png/551139.png)
چکیده انگلیسی
This paper describes Adaptive Response and Routing System (ARRS), a system which personalizes the management of the entire answering process in a Call Centre infrastructure. The system is characterized by combining two kinds of adaptation: to the caller and to the operator. The aim is to support the user incrementally, improving the global quality of the interaction. In particular, the system combines a first process of automatic and personalized response with a second one of adaptive routing of the call to the operator who best fits the caller's features, according to a user-centered workflow. The results of a preliminary evaluation confirm the validity of the approach.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Interacting with Computers - Volume 18, Issue 3, May 2006, Pages 478–506
Journal: Interacting with Computers - Volume 18, Issue 3, May 2006, Pages 478–506
نویسندگان
Federica Cena, Ilaria Torre,