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Multi-Focal Learning and Its Application to Customer Service Support

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Executive Summary

In this paper, the authors formalize a multi-focal learning problem, where training data are partitioned into several different focal groups and the prediction model will be learned within each focal group. The multi-focal learning problem is motivated by numerous real-world learning applications. For instance, for the same type of problems encountered in a customer service center, the problem descriptions from different customers can be quite different.

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