Advising Agent for Service-Providing Live-Chat Operators

Abstract

Call centers, in which human operators attend clients using textual chat, are very common in modern e-commerce. Training enough skilled operators who are able to provide good service is a challenge. We propose a methodology for the development of an assisting agent that provides online advice to operators while they attend clients. The agent is easy-to-build and can be introduced to new domains without major effort in design, training and organizing sknowledge of the professional discipline. We demonstrate the applicability of the system in an experiment that realizes its full life-cycle on a specific domain, and analyze its capabilities.