Abstract:
Customer service advisors can play different roles and have different level of
autonomy, but at the end they are humans with heart and voice. While product
purchases, lifestyle information and billing data provide important information
about customers, it is call detail records that describe a customer’s behaviour
and define their satisfaction with the services offered. Call detail records
describe the transactions between customer and the company. This study looks on
different techniques that can be used to model customer and CSA (customer
service advisor) behaviour within a contact centre environment. A brief overview
of the contact centre environment is discussed focusing on issues of customer
and service advisor and the need to categorise customer and advisor within
contact centre environment. The findings from the case study analysis within the
current contact centres, provides the authors with understanding of different
behaviour observed for customer and CSA’s within contact centres. The study also
examines different human behaviour modelling techniques which the authors are
interested in using to develop a model which can categorise the human with
respect to demographic, experience and behavioural attributes within the
context. Through the study it can be seen that soft computing techniques provide
a major role in modelling of human behaviour and thus providing better results
where this technique can be applied. The authors have also carried out a
comparative analysis of all the techniques discussed within the paper and as
seen from the analysis that soft computing techniques are widely used to model
the user/human behaviour and thus can provide a platform for future research.
Soft computing represents a significant paradigm shift in the aim of computing,
a shift that reflects the fact that the human mind, unlike state of the art
computers, possesses a remarkable ability to store and process information,
which is pervasively imprecise, uncertain, and lacking in categoric
