Automated Contact Center Solution using Case Based Reasoning

Abstract

This thesis presents the development of automated text-based query answering and classi cation system in contact center. The system, which is also called as Smart Agent, attempts to reduce the amount of repetitive work that contact center agents have to perform in addressing frequently asked issues in contact center. The application follows the Case Based Reasoning methodology that solves new problem by reusing the solution of old problem stored in its case base. Several techniques and algorithms from related areas such as Information Retrieval and Natural Language Processing are also employed to build the overall system. Finally, this thesis presents an overall evaluation of the system in the attempt to cover all objectives and requirements of the research.