Abstract
Interactive Voice Response (IVR) is a key channel in a call center where customers can self-service themselves without having to connect with an agent. However, due to the characteristics of the IVR`s touch-tone user interface, customers always find it difficult and inconvenient to use. so, this paper proposes an IVR initial menu recommendation system to provide personalized and optimized initial service menus. The proposed system clusters customers" IVR usage patterns using similarity analysis techniques, and recommends services recently used by users in the cluster based on existing usage patterns when a customer"s call is placed to the IVR. The actual call center IVR usage data confirm that the proposed system achieves a 12.8% improvement in the hit rate compared to the previous frequency based recommendation.
| Translated title of the contribution | A Study on Initial Service Recommendation of Call Center IVR Using Similarity Analysis |
|---|---|
| Original language | Korean |
| Pages (from-to) | 119-129 |
| Number of pages | 11 |
| Journal | 한국정보기술학회논문지 |
| Volume | 17 |
| Issue number | 4 |
| DOIs | |
| State | Published - Apr 2019 |