Related papers: Silent Abandonment in Text-Based Contact Centers: …
In this paper, we consider electric vehicle charging facilities that offer various levels of service for varying prices such that rational users choose a level of service that minimizes the total cost to themselves including an opportunity…
Employee well-being is a critical concern in the contemporary workplace, as highlighted by the American Psychological Association's 2021 report, indicating that 71% of employees experience stress or tension. This stress contributes…
Background: Emergency department (ED) overcrowding remains a major challenge, causing delays in care and increased operational strain. Hospital management often reacts to congestion after it occurs. Machine learning predictive modeling…
LLM-based agent applications have shown increasingly remarkable capabilities in complex workflows but incur substantial costs and latency due to extensive planning and reasoning requirements. Existing LLM caching techniques (like context…
Emotion Recognition in Conversation has been seen to be widely applicable in call center analytics, opinion mining, finance, retail, healthcare, and other industries. In a call center scenario, the role of the call center agent is not just…
Users' interactions with recommender systems often involve more than simple acceptance or rejection. We highlight two overlooked states: hesitation, when people deliberate without certainty, and tolerance, when this hesitation escalates…
Accurate remote state estimation is a fundamental component of many autonomous and networked dynamical systems, where multiple decision-making agents interact and communicate over shared, bandwidth-constrained channels. These communication…
The cost of communication is a substantial factor affecting the scalability of many distributed applications. Every message sent can incur a cost in storage, computation, energy and bandwidth. Consequently, reducing the communication costs…
Multi-access edge computing (MEC) emerges as an essential part of the upcoming Fifth Generation (5G) and future beyond-5G mobile communication systems. It adds computational power towards the edge of cellular networks, much closer to…
We study tandem queueing systems in which servers work more efficiently in teams than on their own and customers are impatient in that they may leave the system while waiting for service. Our goal is to determine the server assignment…
In this thesis, we study the queueing systems with heterogeneous servers and service rate uncertainty under the Halfin-Whitt heavy traffic regime. First, we analyse many server queues with abandonments when service rates are i.i.d. random…
As an emerging computing paradigm, mobile edge computing (MEC) provides processing capabilities at the network edge, aiming to reduce latency and improve user experience. Meanwhile, the advancement of containerization technology facilitates…
Agent assistance during human-human customer support spoken interactions requires triggering workflows based on the caller's intent (reason for call). Timeliness of prediction is essential for a good user experience. The goal is for a…
User models in information retrieval rest on a foundational assumption that observed behavior reveals intent. This assumption collapses when the user is an AI agent privately configured by a human operator. For any action an agent takes, a…
Context: Most software companies strive to have high-performing teams and mitigate withdrawal behaviors like being present but unproductive. In this context, psychological safety and developers perceived impact are suggested as potential…
The increasing popularity of cell phones has made them the most personal and ubiquitous communication devices nowadays. Typically, the ringing notifications of mobile phones are used to inform the users about the incoming calls. However,…
Scheduling of service requests in Cloud computing has traditionally focused on the reduction of pre-service wait, generally termed as waiting time. Under certain conditions such as peak load, however, it is not always possible to give…
Mobile inventory, mobile commerce, banking and/or commercial applications are some distinctive examples that increasingly use distributed transactions. It is inevitably harder to design efficient commit protocols, due to some intrinsic…
Language agents have demonstrated remarkable potential in web search and information retrieval. However, these search agents assume user queries are complete and unambiguous, an assumption that diverges from reality where users begin with…
Single-server queues with customer abandonment arise in call centers and many service systems, but steady-state performance measures remain analytically intractable beyond Markovian assumptions. This paper develops Robust Queueing (RQ)…