International Business Machines Corporation

Rohit Avinash Mujumdar

Pawan Raghunath Chowdhary

Aly Megahed

Shubhi Asthana

Bing Zhang

Embodiments are provided for ticket-agent matching and agent skillset development. In some embodiments, a system includes a processor that executes computer-executable components stored in memory. The computer-executable components can include a matching component that determines, using a ticket profile and a space of agent profiles, a ticket-agent pair including a ticket identifier of a service request and an agent identifier of a particular agent within a pool of agents. The computer-executable components also can include a rematching component that assigns a second agent identifier to the service request to develop a skillset of a second particular agent within the pool of agents, the second agent identifier being associated with an unsatisfactory skill score for a defined skill to resolve the service request.

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Atlanta, GA, United States of America

Rohit Avinash Mujumdar