Paper Info
Title
Analysis of Pacing Algorithms for Proactive Chat Campaign
Abstract
Customer Experience (CX) centers observe an increase of chat traffic compared to other media types such as voice or email when serving customers. Similar to voice there are regular inbound chat interactions opened by customers, and in addition many CX centers widely use proactive chat campaigns to improve their services. Design and implementation share many similarities with voice outbound campaigns, in particular the use of pacing algorithms (PA). In this paper we describe some specifics of chat proactive customer engagement working in blended mode with proactive and inbound interactions processed by the same group of agents. We suggest a new pacing algorithm and present simulation results comparing its efficiency with other existing algorithms.
Year
DOI
Venue
2019
10.23919/SpringSim.2019.8732891
2019 Spring Simulation Conference (SpringSim)
Keywords
Field
DocType
Prediction algorithms,Generators,Optimization,Queueing analysis,Simulation,Predictive models,Telecommunications
Computer science,Customer engagement,Algorithm,Customer experience,Prediction algorithms
Conference
ISBN
Citations 
PageRank 
978-1-5108-8388-8
0
0.34
References 
Authors
0
2
Name
Order
Citations
PageRank
Nikolay Korolev100.34
Herbert Ristock271.99