Vol.9, No.1, February 2020.                                                                                                                                                                           ISSN: 2217-8309

                                                                                                                                                                                                                        eISSN: 2217-8333


TEM Journal



Association for Information Communication Technology Education and Science

Optimization of Agent-User Matching Process Using A Machine Learning Algorithms


Elma Avdagić-Golub, Muhamed Begović, Amel Kosovac


© 2020 Elma Avdagić‐Golub, published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)


Citation Information: TEM Journal. Volume 9, Issue 1, Pages 158‐163, ISSN 2217-8309, DOI: 10.18421/TEM91-22, February 2020.


Received: 03 January 2020.

Revised:   01 February 2020.
Accepted:  06 February 2020.
Published: 28 February 2020.




Contemporary dynamic market conditions are characterized by high levels of competition. Businesses are forced to make continuous changes in order to maintain a high level of customer’s satisfaction. Contact centers are part of the global economy and a key channel for communication with customers. Access to the contact centers is realized through several channels (telephone, e-mail, fax, web forms, etc.), but the primary method is still a phone call. Most call centers use Interactive Voice Response (IVR) to route users with a particular problem for directing the user to an agent with appropriate capabilities (Skill-based routing – SBR). This type of contact center operation can have a negative impact on the quality considering customer’s experience, due to the complexity and length of the process, which often results in directing calls to the inadequate agent and describing the problem multiple times to reach the right agent. This paper aims at applying machine learning methods based on prior experience with matching customers and agents in order to reduce time and target agents with adequate problem-solving abilities.


Keywords –call center, agent, customer, skill-based routing, machine learning.



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