Topic-aware staff learning material generation in complaint management systems
by Li Guangjie; Ling Junmin; Shengguang Meng; Liao Yumin; Wei Chen
International Journal of Innovation and Learning (IJIL), Vol. 23, No. 1, 2018

Abstract: In this paper, a topic-aware staff learning material generation approach is proposed in complaint management systems. Historical processing logs are extracted to form a complaint space. Complaint processing skills of staff members are assessed in terms of quantity, efficiency and quality on various topics. Similar staff members are clustered according to their behavioural characteristics. A resource recommendation algorithm is proposed to recommend complaint processing records from highly skilled colleagues in the cluster for the staff member to learn. Preliminary experiment results show good performance of the proposed method.

Online publication date: Tue, 19-Dec-2017

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