Analysis of Pacing Algorithms for Proactive Chat Campaign

机译：主动聊天活动的定价算法分析

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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.

机译：客户体验（CX）中心在为客户提供服务时，与语音或电子邮件等其他媒体类型相比，聊天流量有所增加。与语音类似，客户会定期进行入站聊天互动，此外，许多CX中心广泛使用主动聊天活动来改善他们的服务。设计和实现与语音外拨活动具有许多相似之处，尤其是使用调步算法（PA）。在本文中，我们描述了在混合模式下由同一组座席处理的主动和入站交互的聊天主动客户参与的一些细节。我们建议一种新的起搏算法，并给出仿真结果，将其效率与其他现有算法进行比较。

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来源
《2019 Spring Simulation Conference》|2019年|1-10|共10页
会议地点 Tucson(US)
作者
Nikolay Korolev; Herbert Ristock;
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作者单位

Architecture Team Genesys Telecommunications Laboratories, Inc., 2001 Junipero Serra Blvd., Daly City, CA, USA;

Architecture Team Genesys Telecommunications Laboratories, Inc., 2001 Junipero Serra Blvd., Daly City, CA, USA;

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会议组织
原文格式 PDF
正文语种 eng
中图分类
关键词
Prediction algorithms; Generators; Optimization; Queueing analysis; Simulation; Predictive models; Telecommunications;

机译：预测算法;生成器;优化;排队分析;仿真;预测模型;电信;;

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4. ANALYSIS OF PACING ALGORITHMS FOR PROACTIVE CHAT CAMPAIGN [C] . Nikolay Korolev, Herbert Ristock Simulation Multi-Conference . 2019

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Analysis of Pacing Algorithms for Proactive Chat Campaign

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