earticle

영어

Intelligent call center is also known as the customer service center or telephone service center, it is a kind of integrated information service system. This paper analyzes the classification method based on cost sensitive variable precision rough set. And in this paper, we use the attribute weighted cost sensitive rough set classification method based on established and customer level, customer history records, agents business related dynamic queuing strategy. In addition, this paper improves the multi fractal BP neural network algorithm for the call center customer classification. Improved algorithm is able to use multifractal fluctuation and BP neural network to predict the call center traffic and seat allocation. The paper presents construction of intelligent call center system based on cost sensitive variable precision rough set and multi fractal BP neural network. Experimental results show that novel method proposed can classify customers, reduce the impact of missing data and noise data, and improve the efficiency of customer satisfaction and intelligent call.