Profiling Contact Center Customers for Optimization of Call Routing Using Data Mining Techniques

Abstract

Contact centers are an operationally complex element of a company and play a major role in the experience of its customers. By offering relevant and quick responses to questions and prompt problem solving, a company can achieve a better customer experience. Contact centers generate huge amounts of very useful data, which are often underused, misused, or even not used at all. Our research aims to apply data research techniques to the problem of creating customer profiles in the contact center. Customer profiling mechanisms should provide an explicit set of information about the observed customer's preferences, interests, and behavior patterns. Based on the attributes contained in the customer profile, the system makes decisions in terms of choosing the right contact center agent by anticipating the needs of the observed customer. In our paper, the customer profile is based on the extraction of his properties from log information about used services, behavior patterns, and other general characteristics of each customer. The purpose of our research is to determine which attributes are the most relevant for creating a customer profile and how to evaluate them.