Adapting the interaction in a call centre system
نویسندگان
چکیده
منابع مشابه
Adapting the interaction in a call centre system
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 c...
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The Police Assistance Line is a front-end business process that drives economies and efficiencies through the NSW Police Force by releasing operational police to the front line. It is also one of the NSW State Government’s most technically advanced call centres. This paper develops a model for the PAL facility to move from being an inbound people-centric telephone call centre to an interactive ...
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There is an increasing variety of pervasive devices in use today. More and more applications are being supported on such devices. This requires device-specific application adaptation. We address the problem of speech application adaptation by dialog call-flow reorganisation for pervasive devices with different memory constraints. Given a dialog call-flow C and device memory size M , we present ...
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ژورنال
عنوان ژورنال: Interacting with Computers
سال: 2006
ISSN: 0953-5438
DOI: 10.1016/j.intcom.2005.11.007