Method and apparatus for optimal service channel reconfiguration based on multi-agent simulation

US8620675B2 · kind B2 · utility

Assignee

• International Business Machines Corporation · US

Inventors

• Jin Dong · Beijing, CN
• Ta-Hsin Li · Yorktown Heights, US
• Jin Yan Shao · Beijing, CN
• Li Xia · Qingdao, CN
• Ming Xie · Beijing, CN
• Wen Jun Yin · Beijing, CN
• Bin Zhang · Beijing, CN

Key dates

• Filing date: Jan 29, 2010
• Grant date: Dec 31, 2013
• Expiry date: Feb 22, 2032

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/016
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A method, and system employing the method, for service channel reconfiguration at a service outlet includes generating service transaction data of a service outlet, generating queue management system (QMS) data of the service outlet, and generating cost and profit data for the service outlet. Data is extracted from the service transaction data and the QMS data relating to specified parameters including customer experience data, and customer demand data. The service transaction data and the QMS data is integrated with the cost and profit data providing a unified objective function. Stochastic service processes and customer behavior data are modeled. The unified objective function is evaluated using the stochastic service processes and customer behavior data model, and the service channel function of the service outlet is reconfigured using the unified objective function.