Voice‐based artificial intelligence (AI) systems have been recently deployed to replace
traditional interactive voice response (IVR) systems in call center customer service …

Customer support constitutes the face of a brand and plays a critical role in shaping
customers retention and loyalty. To facilitate customer contacts and to reduce the …

Credible queueing models of human services acknowledge human characteristics. A
prevalent one is the ability of humans to abandon their wait, for example while waiting to be …

Artificial intelligence (AI) based conversational agent is widely used in the service industry.
Although some studies have investigated the impact of AI on customers, little research has …

We consider a multi-server queuing system with retrial customers to model a call center. The
flow of customers is described by a Markovian arrival process (MAP). The servers are …

Abstract Demand for Personal Protective Equipment (PPE) such as surgical masks, gloves,
and gowns has increased significantly since the onset of the COVID-19 pandemic. In …

We study a tandem queueing system consisting of two multi-server stations and finite
intermediate buffer. Customers arrive at the first station of the tandem according to a …

We analyze a multi-processor two-stage tandem call center retrial queueing network in
which the processors are subject to active breakdowns and repairs at stage-I. A level …

A tandem queueing system with a Markovian Arrival Process (MAP) useful in modeling a call
center with Interactive Voice Response (IVR) is investigated. The first stage has a finite …

In this paper, we generalize the Gaussian Variance Approximation (GVA), developed by
Massey and Pender [16], to Jackson networks with abandonment. We approximate the …