Transfer rate prediction at self-service customer support platforms in insurance contact centers

作者：

Highlights：

• Analyzing feature selection on individual-level call transfer rate using big data.

• Developing a machine learning model to predict a customer’s call transfer outcome.

• Formulating actionable insights to introduce personalized customer support systems.

摘要

•Analyzing feature selection on individual-level call transfer rate using big data.•Developing a machine learning model to predict a customer’s call transfer outcome.•Formulating actionable insights to introduce personalized customer support systems.

论文关键词：Self-service customer support platform,Contact center,Call transfer rate,Feature selection,Machine learning,Big data,Business analytics

论文评审过程：Received 30 June 2022, Revised 21 August 2022, Accepted 24 August 2022, Available online 31 August 2022, Version of Record 15 September 2022.

论文官网地址：https://doi.org/10.1016/j.eswa.2022.118701