Table 5 The results of all algorithms in the heavy call flow setting. MCTS outperformed the other methods significantly in all objectives
From: Machine-learning based routing of callers in an Israeli mental health hotline
Algorithm | |||
|---|---|---|---|
objective | FCFS | CMT | MCTS |
Quality | 0.687 | 0.820 | 0.851 |
Quantity | 0.845 | 0.851 | 0.873 |
Weighted sum | 0.757 | 0.824 | 0.857 |