BACKGROUND

The present invention relates generally to the field of computing, and more particularly to natural language systems.

A customer representative responding to questions received on a live chat interface may be educated on only a portion of the questions that the customer representative may receive. The questions received by the customer representative may vary substantially, encompassing a wide variety of topics, and each question may require a specific skill set to resolve. As a result, the customer representative may spend time searching for an appropriate answer to a customer's question, and/or may not be able to effectively assist the customer in resolving his/her issue.

The customer representative may alternatively and/or additionally transfer the customer to a second customer representative whose skill set encompasses the skill(s) required to effectively assist the customer in resolving his/her issue. This may require additional time by the customer to remain on the chat interface until the customer's issue is effectively resolved.

Furthermore, determining which customer representative has the skill(s) required to effectively assist the customer in resolving his/her issue may depend on current business priorities.

SUMMARY

Embodiments of the present invention disclose a method, computer system, and a computer program product for customer representative matching. The present invention may include receiving a chat transcript with one or more tagged triplets and one or more multi-dimensional success vectors. The present invention may include aggregating the one or more multi-dimensional success vectors. The present invention may include receiving at least one business priority. The present invention may include training a machine learning model to match a customer to at least one customer representative. The present invention may include querying the trained machine learning model to match the customer to the at least one customer representative. The present invention may include revealing a match.

