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Large Language Models demonstrate remarkable capabilities yet remain fundamentally probabilistic, presenting critical reliability challenges for enterprise deployment. We introduce the Six Sigma Agent, a novel architecture that achieves…
One of the most difficult speech recognition tasks is accurate recognition of human to human communication. Advances in deep learning over the last few years have produced major speech recognition improvements on the representative…
The delivery of mental health interventions via ubiquitous devices has shown much promise. A conversational chatbot is a promising oracle for delivering appropriate just-in-time interventions. However, designing emotionally-aware agents,…
Social robots are expected to be a human labor support technology, and one application of them is an advertising medium in public spaces. When social robots provide information, such as recommended shops, adaptive communication according to…
This paper introduces an Electric Vehicle Charging Station (EVCS) model that incorporates real-world constraints, such as slot power limitations, contract threshold overruns penalties, or early disconnections of electric vehicles (EVs). We…
Human dynamics is known to be inhomogeneous and bursty but the detailed understanding of the role of human factors in bursty dynamics is still lacking. In order to investigate their role we devise an agent-based model, where an agent in an…
Virtual agents are becoming a prominent channel of interaction in customer service. Not all customer interactions are smooth, however, and some can become almost comically bad. In such instances, a human agent might need to step in and…
With the growing humanlike nature of dialog agents, people are now engaging in extended conversations that can stretch from brief moments to substantial periods of time. Understanding the factors that contribute to sustaining these…
Queues with setup time are extensively studied because they have application in performance evaluation of power-saving data centers. In a data center, there are a huge number of servers which consume a large amount of energy. In the current…
The ever increasing adoption of mobile devices with limited energy storage capacity, on the one hand, and more awareness of the environmental impact of massive data centres and server pools, on the other hand, have both led to an increased…
Asymmetric information in healthcare implies that patients could have difficulty trading off non-health and health related information. I document effects on patient demand when predicted wait time is disclosed to patients in an emergency…
We introduce a model of estimation in the presence of strategic, self-interested sensors. We employ a game-theoretic setup to model the interaction between the sensors and the receiver. The cost function of the receiver is equal to the…
We consider a multi-stage stochastic optimization problem originally introduced by Cygan et al. (2013), studying how a single server should prioritize stochastically departing customers. In this setting, our objective is to determine an…
The rapid adoption of large language models (LLMs) in customer service introduces new risks, as malicious actors can exploit them to conduct large-scale user impersonation through machine-generated text (MGT). Current MGT detection methods…
The integration of various AI tools creates a complex socio-technical environment where employee-customer interactions form the core of work practices. This study investigates how customer service representatives (CSRs) at the power grid…
Call centers, in which human operators attend clients using textual chat, are very common in modern e-commerce. Training enough skilled operators who are able to provide good service is a challenge. We suggest an algorithm and a method to…
Static "human data" faces inherent limitations: it is expensive to scale and bounded by the knowledge of its creators. Continuous learning from "experience data" - interactions between agents and their environments - promises to transcend…
Large language models (LLMs) have demonstrated strong performance on a variety of natural language processing (NLP) tasks. However, they often struggle with long-text sequences due to the ``lost in the middle'' phenomenon. This issue has…
Self-attention mechanism has been widely used for various tasks. It is designed to compute the representation of each position by a weighted sum of the features at all positions. Thus, it can capture long-range relations for computer vision…
We consider a service system with an infinite number of exponential servers sharing a finite service capacity. The servers are ordered according to their speed, and arriving customers join the fastest idle server. A capacity allocation is…