Repsol – IIT (UPCo)

Development of a call prediction tool for a Customer Support Center

Development of a call prediction application for a Customer support center based on historical data and external variables. There has been a data modeling process, where SARIMA models (Seasonal autoregressive integrated moving average) have been applied to the available data. These resulting models have been utilized in order to develop a tool that adjusts to the client’s needs. The resulting application has been configured to take advantage of the provided models, in order to make long-term predictions. As a whole, this tool allows the client to make the most of available information and, as a result, assign the available resources in the most optimal way.