CallAssist: Helping Call Center Agents in Preference Elicitation

The increasing complexity of products and services being offered by businesses has made providing customers with easy access to technical assistance an important business function. Therefore, most businesses operate call centers to respond to product related queries from consumers. An emerging model is to let a third-party to run the contact center for a business. Preference elicitation - the process of asking queries to determine preferences is a key function performed by call-center agents. In this paper, the focus is on helping call-center agents to efficiently elicit customer's preference.