Mathematical model of a call-center with self-service facility
Sprache der Bezeichnung:
The project aims at developing a number of mathematical models for the performance analysis
and dynamic optimization control of the multi-server contact centers with integrated self-services
on the basis of the speech recognition and speech synthesis systems. Speech recognition system
converts spoken words to machine-readable input and speech synthesis system carries out the inverse
conversion. The arrival calls or inquires are assumed to be performed not only through a telephone
line, but also via e-mail, websites, chats, SMS and other types of on-line handshaking.