Ctrip Technology
Sep 4, 2018 · Artificial Intelligence
Call Center Volume Forecasting and Staffing Optimization at Ctrip: From Data Cleaning to V2.0 Predictive System
This article describes Ctrip's call‑center staffing challenge, detailing data cleaning, trend analysis, feature engineering, the initial ARIMAX‑Fourier model (V1.0), its limitations, and the improved V2.0 solution that combines TBATS, ARIMA residuals and XGBoost, achieving up to 89.5% prediction accuracy.
XGBoostcall centerfeature engineering
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