自动交互式服务环境下多媒体呼叫中心人力资源联合调度方法

The project is aimed to research joint human scheduling model and optimization method based on fluid approximation according to the practical needs of new generation multimedia call center, comprehensively considering the impact of interactive automated services on queuing system of call center, including interactive voice response, automatic voice guide, automatic internet service representative and instant messaging. The research contents are to analyze the change rules of customer waiting behavior, customer satisfaction, service behavior and flexible skills of staff and call routing based on the impact of interactive automated services, and develop the method for quantitative expressions. The human resources planning model of jointing staffing and scheduling is established with delay information, the human resources planning model of jointing staffing and routing is established with interactive voice response, and the human resources planning model of jointing staffing and routing is established with instant messaging. The research contents are still to provide heuristic optimization algorithm based on fluid approximation theory, analyze characteristics and property of the model and obtain guidance scheduling principles or strategies through the empirical analysis. Single-issue human resources scheduling of previous study is extended to the cooperative scheduling with human-based and interactive automated services. The research not only theoretically could enrich and develop scheduling theory of queueing system of call center, but also could provide technique and method supports to the mode of management and operation of multimedia call center in China.

本项研究以新一代多媒体呼叫中心运作管理的现实需求为背景，考虑自动交互式服务（如交互式语音应答、自动语音引导、互联网自动坐席与即时通讯）对呼叫排队系统的影响，研究基于流体近似理论的人力资源联合调度模型与方法。揭示自动交互式服务背景下的顾客等待行为、顾客满意度、坐席人员服务行为、坐席人员柔性技能及路由策略等变化规律, 并建立定量化表达方法；建立考虑等待信息提示的人员配置与班次的联合调度模型；建立带有交互式语音应答的人员配置与路由策略的联合调度模型；建立考虑即时通讯技术的人员配置与路由策略的联合调度模型。分析模型的性质和特征，提出基于流体近似理论分析的启发式优化算法，通过实证分析获得指导坐席人员调度的原则或策略。该研究将原有的单一人力资源调度扩展到自动交互式智能服务与人的协同调度，研究成果不仅丰富和发展呼叫排队调度理论与方法，也对我国多媒体呼叫中心运作管理模式的发展提供方法和技术的支持。

本研究以新一代多媒体呼叫中心运作管理环境为背景，针对自动交互式服务队呼叫中心系统的影响，以降低运营成本及提高顾客满意度为目标，研究了基于流体近似理论的人力资源联合调度方法。首先，基于带有等待提示的呼叫中心运作管理流程，揭示了顾客等待行为、坐席人员服务行为及路由策略等变化规律，建立了考虑多顾客行为的呼叫流体近似模型，在此基础上，研究了考虑等待信息提示的人员配置与班次的联合调度模型。同时，考虑到达不确定性情形下的人员配置鲁棒优化研究。最后，针对多媒体呼叫中心的自助服务模式，研究了考虑等待提示与自助交互式服务的系统设计问题，揭示了带有等待引导场景下，基于流体近似方法的带有自动交互式服务的人员配置及路由规划联合问题，同时证明了大规模流体模型的近似最优性。本项目将原有的单一人力资源调度扩展到自动交互式智能服务与人的协同调度，为自动交互式多媒体呼叫中心运作管理提供理论、方法和技术支持。