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Universal Model in Online Customer Service
Our novel approach involves using machine learning techniques to tag customer questions in transcripts and create a repository of questions and corresponding labels.
Teacher-Student Learning on Complexity in Intelligent Routing
Customer service is often the most time-consuming aspect for e-commerce websites, with each contact typically taking 10-15 minutes.
Contact Complexity in Customer Service
To tackle this, a machine learning model that accurately predicts the complexity of customer issues is highly desirable.
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