Channel Expansion for ServiceBC Contact Center at MAXIMUS Canada
Notice bibliographique
Résumé
ServiceBC is British Columbia’s central government organization for delivering government information and services to citizens. It plays an important role in providing front line support for all the programs and services to government health and human service agencies. It uses contact center services from various clients across Canada to serve its residents. MAXIMUS Canada is one such client which provides its omni-channel contact center agent’s support to ServiceBC for all healthcare needs. Currently, contact center at MAXIMUS Canada provides three modes of channels phone, text, email for its residents to communicate with agents. Using these channels residents still need to visit their nearby ServiceBC office for MSP validation, filling health related forms, submitting documents as part of verification, adding additional information on to their profile and so on. This process delays overall service time for end users especially residents living in remote locations. In this project, two new channels Video and Web chat along with Co-browse tool have been incorporated. With these, residents will be able to easily approach ServiceBC agents for their queries and quickly validate their health cards (MSP) without any delays virtually over a video chat, fill ServiceBC health related forms, submit documents as part of verification, add additional information on to their profile, share their screen to an agent and so on. As part on integration Cafe-X component, Fusion Web gateway helps in removing signaling complexity between client app and SIP endpoints and plays a major role in signalling conversions. Another important component, Fusion Media Broker helps to convert and adapt media between external clients and enterprise devices; for inbound traffic, simplifies & limits RTP for legacy devices; for outbound traffic adds additional features for browser & mobile clients. With the help of Fusion Web gateway, the incoming HTTP traffic is converted to the SIP signalling. Once a resident selects an option for communicating on ServiceBC website the request is directed through the Cafe-X solution. The request is sent to the MAXIMUS contact center via SIP trunks and is placed through respective queue for a ServiceBC agent. Once an available agent accepts the request there is a communication link is established over a secured network using reverse proxy server. In this project, the integration is done in few steps, requirements gathering, building UML diagrams, building use cases, product implementation. Once all the Cafe-X components are incorporated, all the enhanced features are tested through rigorous test phases exploratory testing, integration testing, functional testing followed by Business Acceptance testing. Defects for each phase are captured and tracked using defect tracking process in StarTeam based on priority to obtain a system with no major issues and least number of minor issues/warnings. The video chat feature is implemented in production after all the final test results are “pass” with no major defects. As a scope of this project, one ServiceBC agent can handle a maximum of one video chat/phone, three web chats, three texts, one co-browse session in parallel which can be extended in future.
Récupéré en direct depuis OpenAlex et désinversé. Les résumés ne sont pas conservés dans cette base de données : les index inversés représentent 8,6 Go des 9,3 Go de texte de la base, et le serveur dispose de 13 Go libres.
Comment cette classification a été obtenuedéplier
Prédiction machine sur la base complète
Imitation des enseignantsNi prévalence calibrée, ni vérité terrain. Validation humaine à venir. Le volet Gemma est une étiquette directe du modèle pour chaque travail de la base, lue sur la notice réduite au titre. Le volet Codex est un classifieur appris des 10 348 étiquettes directes de Codex et calibré sur les taux pondérés de l'échantillon; les champs sans appui suffisant ne portent aucun appel Codex. Le mode candidate est l'union des deux volets; le consensus est leur intersection. Ces sorties portent le statut machine_predicted_unvalidated et ne sont pas des étiquettes humaines.
Scores du classifieur distillé par catégorie (deux têtes)
| Catégorie | Codex | Gemma |
|---|---|---|
| Métarecherche | 0,001 | 0,003 |
| Méta-épidémiologie (sens strict) | 0,001 | 0,001 |
| Méta-épidémiologie (sens large) | 0,001 | 0,001 |
| Bibliométrie | 0,002 | 0,002 |
| Études des sciences et des technologies | 0,004 | 0,001 |
| Communication savante | 0,004 | 0,002 |
| Science ouverte | 0,002 | 0,003 |
| Intégrité de la recherche | 0,001 | 0,002 |
| Charge utile insuffisante (le modèle a refusé de juger) | 0,279 | 0,089 |
Scores machine (provisoires)
Les deux têtes enseignantes du modèle étudiant, lues sur ce travail. Un score ordonne la base pour la relecture; il n'affirme jamais une catégorie, et le statut de validation accompagne chaque rangée tel quel.
Scores de référence d'un modèle non mature (critères de maturité non atteints, 7 itérations). Un score ordonne; il n'affirme jamais une catégorie.
score_only:v0-immature-baseline · tel quel depuis la passe de notation : score_only signifie que le nombre peut ordonner les travaux, et qu'aucune étiquette de catégorie n'en découleClassification
machine, non validéePrédiction automatique; un appel candidat d’une seule source (Gemma direct ou Codex distillé), pas un consensus.
Le détail, modèle par modèle et score par score, se trouve en fin de page sous « Comment cette classification a été obtenue ».