Construction and application of a multi-objective rolling horizon optimization mathematical model in intelligent dispatching for telecom operators
With the rapid development of the telecommunications industry, intelligent dispatching has become a key means of enhancing service quality and efficiency for operators. However, traditional dispatching methods struggle to simultaneously meet the multiple demands of operators for service efficiency a...
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| Main Authors: | , , , , |
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| Format: | Article |
| Language: | zho |
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Beijing Xintong Media Co., Ltd
2024-10-01
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| Series: | Dianxin kexue |
| Subjects: | |
| Online Access: | http://www.telecomsci.com/zh/article/doi/10.11959/j.issn.1000-0801.2024224/ |
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| _version_ | 1841528889237569536 |
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| author | LI Fang MA Xiaoliang LIU Ying LI Yuan XIN Sheng |
| author_facet | LI Fang MA Xiaoliang LIU Ying LI Yuan XIN Sheng |
| author_sort | LI Fang |
| collection | DOAJ |
| description | With the rapid development of the telecommunications industry, intelligent dispatching has become a key means of enhancing service quality and efficiency for operators. However, traditional dispatching methods struggle to simultaneously meet the multiple demands of operators for service efficiency and quality. A mathematical model based on multi-objective optimization was proposed, which was set with three objectives: total expected customer satisfaction score, work order response time, and agent workload balance. Additionally, an adaptive multi-objective optimization algorithm was designed, incorporating techniques such as adaptive weight adjustment, multi-objective optimization, and rolling horizon optimization to solve the multi-objective optimization model. Experimental results from a provincial telecom operator's agent system demonstrate that the model can improve both the service efficiency and service quality of telecom operators. |
| format | Article |
| id | doaj-art-c2b453bfbf3f4708aa15e9accbc51473 |
| institution | Kabale University |
| issn | 1000-0801 |
| language | zho |
| publishDate | 2024-10-01 |
| publisher | Beijing Xintong Media Co., Ltd |
| record_format | Article |
| series | Dianxin kexue |
| spelling | doaj-art-c2b453bfbf3f4708aa15e9accbc514732025-01-15T03:34:10ZzhoBeijing Xintong Media Co., LtdDianxin kexue1000-08012024-10-014015216276757261Construction and application of a multi-objective rolling horizon optimization mathematical model in intelligent dispatching for telecom operatorsLI FangMA XiaoliangLIU YingLI YuanXIN ShengWith the rapid development of the telecommunications industry, intelligent dispatching has become a key means of enhancing service quality and efficiency for operators. However, traditional dispatching methods struggle to simultaneously meet the multiple demands of operators for service efficiency and quality. A mathematical model based on multi-objective optimization was proposed, which was set with three objectives: total expected customer satisfaction score, work order response time, and agent workload balance. Additionally, an adaptive multi-objective optimization algorithm was designed, incorporating techniques such as adaptive weight adjustment, multi-objective optimization, and rolling horizon optimization to solve the multi-objective optimization model. Experimental results from a provincial telecom operator's agent system demonstrate that the model can improve both the service efficiency and service quality of telecom operators.http://www.telecomsci.com/zh/article/doi/10.11959/j.issn.1000-0801.2024224/multi-objective optimizationadaptive algorithmintelligent customer serviceAI |
| spellingShingle | LI Fang MA Xiaoliang LIU Ying LI Yuan XIN Sheng Construction and application of a multi-objective rolling horizon optimization mathematical model in intelligent dispatching for telecom operators Dianxin kexue multi-objective optimization adaptive algorithm intelligent customer service AI |
| title | Construction and application of a multi-objective rolling horizon optimization mathematical model in intelligent dispatching for telecom operators |
| title_full | Construction and application of a multi-objective rolling horizon optimization mathematical model in intelligent dispatching for telecom operators |
| title_fullStr | Construction and application of a multi-objective rolling horizon optimization mathematical model in intelligent dispatching for telecom operators |
| title_full_unstemmed | Construction and application of a multi-objective rolling horizon optimization mathematical model in intelligent dispatching for telecom operators |
| title_short | Construction and application of a multi-objective rolling horizon optimization mathematical model in intelligent dispatching for telecom operators |
| title_sort | construction and application of a multi objective rolling horizon optimization mathematical model in intelligent dispatching for telecom operators |
| topic | multi-objective optimization adaptive algorithm intelligent customer service AI |
| url | http://www.telecomsci.com/zh/article/doi/10.11959/j.issn.1000-0801.2024224/ |
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