Optimizing Call Center Operations with Reinforcement Learning: PPO vs. Value Iteration
Can AI improve how call centers operate? The paper “Optimising Call Centre Operations using Reinforcement Learning: Value Iteration versus Proximal Policy Optimisation” by Kwong Ho Li and Wathsala Karunarathne shows that it can — and with strong results. The authors compare two reinforcement learning (RL) approaches to optimize call routing: the classical Value Iteration (VI) and the modern Proximal Policy Optimisation (PPO). What is Reinforcement Learning? Reinforcement Learning is an AI method where an agent takes actions in an environment and receives rewards based on how good those actions are. The goal is to maximize the cumulative reward — essentially, to learn the best decisions. ...