  Customer experience plays a critical role for a profitable organisation or
company. A satisfied customer for a company corresponds to higher rates of
customer retention, and better representation in the market. One way to improve
customer experience is to optimize the functionality of its call center. In
this work, we have collaborated with the largest provider of telecommunications
and Internet access in the country, and we formulate the customer-agent pairing
problem as a machine learning problem. The proposed learning-based method
causes a significant improvement in performance of about $215\%$ compared to a
rule-based method.
