For this assignment, we will be working on understanding the customer service experience offered by a hypothetical airline.
For this assignment, we will be working on understanding the customer service experience offered by a hypothetical airline. When support is required, a customer initiates contact with the airline, either over the phone or using an online platform. Once connected, an agent of the airline works with the customer to understand the problem. When the interaction is complete, the agent creates records about the case. This includes the overall category of the issue along with whether the problem was resolved.
The airline would like to better understand the differences between support provided over the phone and online. With different types of interactions, the agents require different kinds of training, and the costs and resources are different in each modality. With this in mind, the airline is quite interested in comparing the quality of each type of service with regard to how well the cases can be resolved. They are also generally interested in improving their customer service and better understanding the experience.
In this assignment, we will be working with the information provided and consider the question of how to best understand the customer service experience.
Data
For each call, the following characteristics were measured:
category: Each case was classified according to the type of service that was requested by the customer.
service: This indicates whether the support was provided by phone or online. waiting.time.minutes: This records how long the customer waited to begin interacting with
an agent.
session.minutes: This records how long the customer interacted with the agent.
customer.demeanor: This records the agent’s perception of the customer based on the tone of the conversation.
resolved: This measures whether the agent was able to solve the customer’s main concern in the interaction.
Instructions
Based upon the information above and the data provided, please answer the following questions. When numeric answers are requested, a few sentences of explanation should also be provided. Please show your code for any calculations performed.
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