research-article

Helping satisfy multiple objectives during a service desk conversation

Authors:

Himanshu Gupta,

Raju Balakrishnan,

Mukesh MohaniaAuthors Info & Claims

SIGMOD '08: Proceedings of the 2008 ACM SIGMOD international conference on Management of data

Pages 1147 - 1158

https://doi.org/10.1145/1376616.1376731

Published: 09 June 2008 Publication History

Abstract

Agents manning a service desk have the unenviable task of satisfying multiple conflicting objectives. Specifically, businesses require the agents to meet pre-specified customer satisfaction levels while keeping the cost of operations low or meeting sales targets, objectives that end up being complementary. Additional complexity is introduced by the fact that the objectives are often inter-dependent and have to be met in real-time. Moreover, business might change the objectives from time to time e.g. from reducing cost of operation to increasing sales of slow moving product. In this paper, we describe CallAssist - a speech enabled real-time dialog management system that dynamically helps agents in building a conversation that meets the various business objectives while satisfying customer requirements. An added benefit of our solution is the ability to adapt to changing business needs without incurring agent re-training costs. We provide evaluation results displaying the efficiency and effectiveness of our system.

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Cited By

Nambiar UFaruquie TSubramaniam LNegi SRamakrishnan G(2011)Discovering customer intent in real-time for streamlining service desk conversationsProceedings of the 20th ACM international conference on Information and knowledge management10.1145/2063576.2063776(1383-1388)Online publication date: 24-Oct-2011
https://dl.acm.org/doi/10.1145/2063576.2063776

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Helping satisfy multiple objectives during a service desk conversation

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cover image ACM Conferences

SIGMOD '08: Proceedings of the 2008 ACM SIGMOD international conference on Management of data

June 2008

1396 pages

ISBN:9781605581026

DOI:10.1145/1376616

General Chairs:
Laks V. S. Lakshmanan
University of British Columbia, Canada
,
Raymond T. Ng
University of British Columbia, Canada
,
Dennis Shasha
New York University, USA

Copyright © 2008 ACM.

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Publication History

Published: 09 June 2008

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SIGMOD/PODS '08

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SIGMOD/PODS '08: SIGMOD/PODS '08 - International Conference on Management of Data

June 9 - 12, 2008

Vancouver, Canada

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Cited By

Nambiar UFaruquie TSubramaniam LNegi SRamakrishnan G(2011)Discovering customer intent in real-time for streamlining service desk conversationsProceedings of the 20th ACM international conference on Information and knowledge management10.1145/2063576.2063776(1383-1388)Online publication date: 24-Oct-2011
https://dl.acm.org/doi/10.1145/2063576.2063776

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