Call centers, similar to most queueing systems, are traditionally optimized to minimize customers waiting time. Nevertheless, anyone who ever waited on line for service knows that if there is something worse than waiting in line, it is waiting in vain just to be escalated to higher tier experts.
In reality, these two objectives of serving fast and serving effectively often collide, especially when the service requires a high level of expertise. Moreover, besides these two goals, additional aspects can also tilt the routing decision balance, such as fairness and workers’ workload.
In this post, I will share one of the most innovative AI projects in Wix customer care — Expert Smart Routing. It is a data-driven, end-to-end, Reinforcement Learning (RL) system for completely redesigning the way customers get served, resulting in significant improvement in overall customer satisfaction.
For a full read on Wix Engineering click here
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