Google Call Center

Google Computer Science, 2019-20

Liaison(s): Kristina Nasr, Tim Laubach, Alexander Cho, Jennie Ibrahim
Advisor(s): Neil Rhodes (F), Zach Dodds (S)
Students(s): Henry Jacobs (PM-S), Joon Young Lee (PM-F), Hazal Su Dinç, Shifan Chen, Ben Meyer (S)

Every day, Google receives hundreds of thousands of support requests for its many products, but Google’s call centers have a finite number of agents to handle these requests. To help Google’s call center operations managers schedule agents more efficiently and prepare for seasonal fluctuations in support request volume, our team has built a web application that displays historic support request volume, predicted support request volume generated through machine learning, and wait time predictions based on a call center simulation.