Ruiyuan Guo

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The aim of our research was to apply well-known data mining techniques (such as linear neural networks, multi-layered perceptrons, probabilistic neural networks, classification and regression trees, support vector machines and finally a hybrid decision tree – neural network approach) to the problem of predicting the quality of service in call centers; based(More)
Society is becoming more accustomed to toll-free numbers as an efficient way to request and receive services in all aspects of their lives. While a move can be observed to eliminate humans as handlers of most rudimentary customer requests, responding to telephone calls remains a top priority in customer service. Call centers are either managed in-house or(More)
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