IVR

IVR

Artificial Intelligence for Customer Experience and Care

Published in Mazin Gilbert, Artificial Intelligence for Autonomous Networks, 2018

As economic reality weighed on the service providers, they were pressured to automate as many support functions as possible, including customer service. As most customer care inquiries came via phone, this automation initially took the form of interactive voice response (IVR) systems. “Press 1 for billing issues, Press 2 for network issues” were very static methods for reducing the time spent by representatives routing calls, instead using an IVR to send calls to the most appropriate customer care department.

Analysis of a tandem queuing system with blocking and group service in the second node

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Journal Information

Published in International Journal of Systems Science: Operations & Logistics, 2023

S. A. Dudin, A. N. Dudin, O. S. Dudina, S. R. Chakravarthy

In Kim et al. (2011), the tandem queue, without an intermediate buffer is investigated. The service to an arbitrary customer in the second node may be provided by a group of servers. The group size is assumed to be random and the server of the first node remains blocked until the required number of servers in the second node becomes available. In Kim et al. (2013), the type tandem queue is studied. Both nodes have multiple servers to provide services. The first node has no buffer and the second node has a finite buffer. The service time distributions in the first and second nodes are, respectively, assumed to follow exponential and PH distributions. The impatience of the customers during their stay in the intermediate buffer is taken into consideration. An application of this tandem queue in the context of a call centre having Interactive Voice Response machines is discussed.

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Artificial Intelligence for Customer Experience and Care

Analysis of a tandem queuing system with blocking and group service in the second node