Which Channel to Ask My Question? Personalized Customer Service Request Stream Routing using Deep Reinforcement Learning

Customer services are critical to all companies, as they may directly connect to the brand reputation. Due to a great number of customers, e-commerce companies often employ multiple communication channels to answer customers' questions, for example, chatbot and hotline. On one hand, each channel has limited capacity to respond to customers' requests, on the other hand, customers have different preferences over these channels. The current production systems are mainly built based on business rules, which merely considers tradeoffs between resources and customers' satisfaction. To achieve the optimal tradeoff between resources and customers' satisfaction, we propose a new framework based on deep reinforcement learning, which directly takes both resources and user model into account. In addition to the framework, we also propose a new deep-reinforcement-learning based routing method-double dueling deep Q-learning with prioritized experience replay (PER-DoDDQN). We evaluate our proposed framework and method using both synthetic and a real customer service log data from a large financial technology company. We show that our proposed deep-reinforcement-learning based framework is superior to the existing production system. Moreover, we also show our proposed PER-DoDDQN is better than all other deep Q-learning variants in practice, which provides a more optimal routing plan. These observations suggest that our proposed method can seek the trade-off where both channel resources and customers' satisfaction are optimal.Comment: 13 pages, 7 figure

Personalization through a proactive live chat in an e-commerce: The case of Byside’s client, a multinational retail company

Retail e-commerce companies currently struggle in managing and optimizing the performance of a proactive live chat software application. It is assumed by companies present in the sector that providing personalized assistance to online visitors brings positive outcomes, however, there is no scientific evidence in this field to prove this assumption. This research aims to bring new insights into the contribution personalization can have regarding the performance of this app. Specifically, it investigates whether increasing personalization on the provided assistance to the online visitor has an impact on the number and value of influenced checkouts. To test the hypothesis that providing more personalized assistance to the online visitor through this application leads to increased sales, the performance results of this app in the Croatian market of a multinational retail client were analyzed. Two five-month periods were observed, one providing nonpersonalized assistance and the other with personalized assistance for online visitors, the results of both periods were analyzed using three independent samples t-tests. The outcomes showed a statistically significant positive effect of the personalized assistance in the application performance results. These results suggest that online visitors who received personalized assistance are more likely to proceed to the checkout funnel and complete the purchase and to perform checkouts with a higher value. On this basis, personalization should be considered when managing or optimizing proactive live chat campaigns in retail e-commerce. The thesis is finalized by outlining its limitations and proposing new avenues of research

A novel Big Data analytics and intelligent technique to predict driver's intent

Modern age offers a great potential for automatically predicting the driver's intent through the increasing miniaturization of computing technologies, rapid advancements in communication technologies and continuous connectivity of heterogeneous smart objects. Inside the cabin and engine of modern cars, dedicated computer systems need to possess the ability to exploit the wealth of information generated by heterogeneous data sources with different contextual and conceptual representations. Processing and utilizing this diverse and voluminous data, involves many challenges concerning the design of the computational technique used to perform this task. In this paper, we investigate the various data sources available in the car and the surrounding environment, which can be utilized as inputs in order to predict driver's intent and behavior. As part of investigating these potential data sources, we conducted experiments on e-calendars for a large number of employees, and have reviewed a number of available geo referencing systems. Through the results of a statistical analysis and by computing location recognition accuracy results, we explored in detail the potential utilization of calendar location data to detect the driver's intentions. In order to exploit the numerous diverse data inputs available in modern vehicles, we investigate the suitability of different Computational Intelligence (CI) techniques, and propose a novel fuzzy computational modelling methodology. Finally, we outline the impact of applying advanced CI and Big Data analytics techniques in modern vehicles on the driver and society in general, and discuss ethical and legal issues arising from the deployment of intelligent self-learning cars

Local Ranking Problem on the BrowseGraph

The "Local Ranking Problem" (LRP) is related to the computation of a centrality-like rank on a local graph, where the scores of the nodes could significantly differ from the ones computed on the global graph. Previous work has studied LRP on the hyperlink graph but never on the BrowseGraph, namely a graph where nodes are webpages and edges are browsing transitions. Recently, this graph has received more and more attention in many different tasks such as ranking, prediction and recommendation. However, a web-server has only the browsing traffic performed on its pages (local BrowseGraph) and, as a consequence, the local computation can lead to estimation errors, which hinders the increasing number of applications in the state of the art. Also, although the divergence between the local and global ranks has been measured, the possibility of estimating such divergence using only local knowledge has been mainly overlooked. These aspects are of great interest for online service providers who want to: (i) gauge their ability to correctly assess the importance of their resources only based on their local knowledge, and (ii) take into account real user browsing fluxes that better capture the actual user interest than the static hyperlink network. We study the LRP problem on a BrowseGraph from a large news provider, considering as subgraphs the aggregations of browsing traces of users coming from different domains. We show that the distance between rankings can be accurately predicted based only on structural information of the local graph, being able to achieve an average rank correlation as high as 0.8

Distributed Online Big Data Classification Using Context Information

Distributed, online data mining systems have emerged as a result of applications requiring analysis of large amounts of correlated and high-dimensional data produced by multiple distributed data sources. We propose a distributed online data classification framework where data is gathered by distributed data sources and processed by a heterogeneous set of distributed learners which learn online, at run-time, how to classify the different data streams either by using their locally available classification functions or by helping each other by classifying each other's data. Importantly, since the data is gathered at different locations, sending the data to another learner to process incurs additional costs such as delays, and hence this will be only beneficial if the benefits obtained from a better classification will exceed the costs. We model the problem of joint classification by the distributed and heterogeneous learners from multiple data sources as a distributed contextual bandit problem where each data is characterized by a specific context. We develop a distributed online learning algorithm for which we can prove sublinear regret. Compared to prior work in distributed online data mining, our work is the first to provide analytic regret results characterizing the performance of the proposed algorithm