Which channel to ask my question? : personalized customer service request stream routing using deep reinforcement learning

• Main Authors: Liu, Zining, Long, Chong, Lu, Xiaolu, Hu, Zehong, Zhang, Jie, Wang, Yafang
• Other Authors: School of Computer Science and Engineering
• Format: Article
• Language: English
• Published: 2019
• Subjects: Personalized Customer Service; Engineering::Computer science and engineering; Deep Reinforcement Learning
• Online Access: https://hdl.handle.net/10356/103301; http://hdl.handle.net/10220/49964
• Institution: Nanyang Technological University

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...