Interactive feature selection for efficient customer recognition in contact centers: Dealing with common names

作者：

Highlights：

• We propose an Interactive Customer Recognition Framework (ICRF).

• ICRF relies on three integrated modules.

• Duplicate Detection, Predictive Aiding, and Decisive Feature Selection are modules.

• ICRF's applicability and suitability are tested on 63,360 data records.

摘要

•We propose an Interactive Customer Recognition Framework (ICRF).•ICRF relies on three integrated modules.•Duplicate Detection, Predictive Aiding, and Decisive Feature Selection are modules.•ICRF's applicability and suitability are tested on 63,360 data records.

论文关键词：Decision support systems,Interactive customer recognition,Entity resolution,Common personal names

论文评审过程：Received 19 April 2018, Revised 14 June 2018, Accepted 4 July 2018, Available online 7 July 2018, Version of Record 20 July 2018.

论文官网地址：https://doi.org/10.1016/j.eswa.2018.07.012