Optimization of Automated Call Center Service Times Using Evolutionary Techniques

作者: S. Salcedo-Sanz , Á. Perez-Bellido , E. Ortiz-García , A. Portilla-Figueras , M. Naldi

DOI: 10.1109/HIS.2008.38

关键词: Quality of serviceComputer networkReal-time computingUpper and lower boundsEvolutionary algorithmSource codeService (business)Evolutionary computationComputer scienceHuffman codingTree (data structure)

摘要: Call centers represent now an important channel for customer care activities. Most services provided by call are accomplished in automated way to save operational costs. The is guided through a menu of options, which can be represented as service tree, down the desired service. In order meet QoS constraints tree must designed minimize average time. An optimization algorithm, based on combined use Dandelion encoding and evolutionary operators, proposed here design trees with minimum algorithm provides whose time lower than that obtained reference Huffman coding typically within 2% absolute bound entropic bound.

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