Which Channel to Ask My Question?: Personalized Customer Service Request Stream Routing Using Deep Reinforcement Learning
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 channe...
| Main Authors: | , , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
IEEE
2019-01-01
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| Series: | IEEE Access |
| Subjects: | |
| Online Access: | https://ieeexplore.ieee.org/document/8784156/ |