Queue-theoretic models for ideal integration of automated...

Details Queue-theoretic models for ideal integration of automated... Queue-theoretic models for ideal integration of automated...

2004-04-20

2010-06-22

Al Aubaidi, Rasha S (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265010, C379S266080

Reexamination Certificate

active

07742591

ABSTRACT:
The present invention relates to queue-theoretic models for integration of automated call routing systems with human operators. Organizations are increasingly turning to spoken dialog systems for automated call routing to reduce call center costs. To maintain quality service even in cases of failure, these systems often resort to ad-hoc rules for dispatching calls to a human operator. The present invention provides queue-theoretic methods that provide a modeling and simulation capability in support of decisions about the staffing of call-handling centers based on the frequency of incoming calls and the competency of automated dialog systems. The methods include a procedure for identifying when callers should be transferred to operators. The procedure integrates models that predict when a call is likely to fail using spoken dialog features with queuing models of call center volume and service time.

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