Solving Resource Management Optimization Problems in Contact Centers with Artificial Neural Networks

摘要

The present work deals with the optimization of resource management in Communications Centers, with the aid of Neural Networks. Starting with a set of definitions, essential for the comprehension of environment, we attempt to provide a complete picture to the reader, describing at the same time an Information System of Communications Centre that serves a Collections application, focusing in issues relating with resources optimizations. We present with analytic way the application of a Neural Network, comparing it with currently used methods. In the following, a custom application is presented, implemented exclusively to support the present work, as well as acquisition and normalization of real-life data from a commercial CRM application, for feeding the input of our neural network. Finally, we present a number of results of our Neural Network. The paper concludes by identifying a number of subjects for future study and research. Keywords: neural networks, score, contact centers, debt collection, recoveries, resource management.