Recently a student of mine worked on automated workload forecasting in a call center. The idea was to match a caller or a client to the right person with the right skillset to sort out a problem. The work was published in a nice conference and you can read it. Perhaps you might find it interesting enough that you would want to work on it. Please peruse here.
Recurrent Neural Network based Automated Workload Forecasting in a Contact Center – IEEE Conference Publication
In a contact center, Customer Service Agents (CSAs) provide product support or valuable information to customers.
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