Predicting Business-Agnostic Contact Center Expected Wait Times With Deep Neural Networks

摘要

A method for predicting an estimated wait time includes receiving a pending support request from a user. The pending support request is associated with a plurality of high-level features that include a number of active support agents, a number of available support agents, and a queue depth. The method also includes predicting an estimated wait time for the user of the pending support request using a wait time predictor model configured to receive the plurality of high-level features as feature inputs. The wait time predictor model is trained on a corpus of training support requests that include corresponding high-level features and a corresponding actual wait time. The method also includes providing the estimated wait time to the user that indicates an estimated duration of time until the pending support request is answered.