Research of Distributed Virtual Agents Based on Queuing Theory

DOI

10.2991/isci-15.2015.250How to use a DOI?

Keywords

Virtual agents; Erlang algorithm; Customer service;

Abstract

In order to find a better solution to predict the incoming traffic, grasp the customers’ demand in a short time and design a more scientific and reasonable and adjustable schedule for the online customer service center, this paper proposed a new model based on Erlang algorithm. The algorithm can effectively quantify the queuing phenomenon caused by inadequate system capacity in the short time under random environment. Practice shows that the Erlang algorithm based model can enhance the accuracy of the prediction of the agent number and service level, and solve the conflicts between the service level and facility utilization, and finally improve the economic efficiency of the enterprise

Copyright

© 2015, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Guangxuan Chen
AU  - Huiyun Jin
AU  - Yanhui Du
AU  - Panke Qin
AU  - Lei Zhang
PY  - 2015/01
DA  - 2015/01
TI  - Research of Distributed Virtual Agents Based on Queuing Theory
BT  - Proceedings of the 2015 International Symposium on Computers & Informatics
PB  - Atlantis Press
SP  - 1898
EP  - 1905
SN  - 2352-538X
UR  - https://doi.org/10.2991/isci-15.2015.250
DO  - 10.2991/isci-15.2015.250
ID  - Chen2015/01
ER  -