Related papers: Efficient Customer Service Combining Human Operato…

AI enabled chat bots have recently been put to use to answer customer service queries, however it is a common feedback of users that bots lack a personal touch and are often unable to understand the real intent of the user's question. To…

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…

Measuring user satisfaction level is a challenging task, and a critical component in developing large-scale conversational agent systems serving the needs of real users. An widely used approach to tackle this is to collect human annotation…

An analytical model of Human-Robot (H-R) coordination is presented for a Human-Robot system executing a collaborative task in which a high level of synchronization among the agents is desired. The influencing parameters and decision…

We consider multi-robot applications, where a team of robots can ask for the intervention of a human operator to handle difficult situations. As the number of requests grows, team members will have to wait for the operator attention, hence…

Agent-based modelling and simulation offers a new and exciting way of understanding the world of work. In this paper we describe the development of an agent-based simulation model, designed to help to understand the relationship between…

In the vision of smart cities, technologies are being developed to enhance the efficiency of urban services and improve residents' quality of life. However, most existing research focuses on optimizing individual services in isolation,…

Multi-agent systems can be extremely efficient when working concurrently and collaboratively, e.g., for transportation, maintenance, search and rescue. Coordination of such teams often involves two aspects: (i) selecting appropriate…

Automated recommendations can nowadays be found on many e-commerce platforms, and such recommendations can create substantial value for consumers and providers. Often, however, not all recommendable items have the same profit margin, and…

Strategic customer behavior is strongly influenced by the level of information that is provided to customers. Hence, to optimize the design of queueing systems, many studies consider various versions of the same service model and compare…

We are exploring the enhancement of models of agent behaviour with more "human-like" decision making strategies than are presently available. Our motivation is to developed with a view to as the decision analysis and support for electric…

This paper is based on a case study of an IT organization in a large, US-based healthcare provider, and develops simluation models to identify areas for performance improvement. These organizations are often grouped into departments by…

Systems integration is a difficult matter particularly when its components are varied. The problem becomes even more difficult when such components are heterogeneous such as humans, robots and software systems. Currently, the humans are…

While Agent-Based Models can create detailed artificial societies based on individual differences and local context, they can be computationally intensive. Modelers may offset these costs through a parsimonious use of the model, for example…

Hybrid human/computer systems promise to greatly expand the usefulness of query processing by incorporating the crowd for data gathering and other tasks. Such systems raise many database system implementation questions. Perhaps most…

To understand and predict the performance of scientific applications, several analytical and machine learning approaches have been proposed, each having its advantages and disadvantages. In this paper, we propose and validate a hybrid…

With the increase in agent-based applications, there are now agent systems that support \emph{concurrent} client accesses. The ability to process large volumes of simultaneous requests is critical in many such applications. In such a…

A key operational challenge for call centers is to decide, in real time, which waiting customer should be served by which available agent. This is known as skill-based routing, and the decision becomes especially difficult in large systems…

This article presents a survey of literature in the area of Human-Robot Interaction (HRI), specifically on systems containing more than two agents (i.e., having multiple humans and/or multiple robots). We identify three core aspects of…

Interactive multi-agent simulation algorithms are used to compute the trajectories and behaviors of different entities in virtual reality scenarios. However, current methods involve considerable parameter tweaking to generate plausible…