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Smart Call Routing Utilizing a Multi-Agent Architecture

Authors:
Ahmed Kamel

Keywords: agents; decision-support; human-computer collaboration.

Abstract:
We present an agent-based architecture for routing incoming calls based on user needs and provider skill levels. We illustrate the use of the architecture in the context of routing IT (Information Technology) help desk incoming calls. The presented architecture reduces the need for involving clients in multiple iterations of assessment of their reported issues before a resolution is reached.

Pages: 1 to 4

Copyright: Copyright (c) IARIA, 2023

Publication date: March 13, 2023

Published in: conference

ISSN: 2308-4529

ISBN: 978-1-68558-059-9

Location: Barcelona, Spain

Dates: from March 13, 2023 to March 17, 2023