Your question is Automate Customer Service Routing. Take a moment with it on the right.
Talk me through your thinking if you like. When you're confident, submit your answer and I'll grade it like a real screen (7/10 or better passes).
Automate a customer service system where queries are linked to representatives (given an ML approach)
Asked in the Onsite tech 1 stage.
Design the ML system that assigns incoming customer service queries to the best representative. Focus on how you would represent queries and reps, rank candidates, handle new or sparse cases, and keep the system accurate as preferences and workloads change.