Published 2002 | Version v1
Publication

Users Modeling for Adaptive Call Centers

Citation

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Description

The project described in this paper applies the principles of adaptivity to a "traditional" Call Center in order to support the Operator in the interaction with the Customer. The system uses the models of both the Customer and the Operator and builds up the stepwise answer through an adaptive workflow.

Additional details

Created:
March 31, 2023
Modified:
December 1, 2023