基于随机进程代数的在线客服系统建模及优化  

Modeling and optimization of online customer service system based on stochastic process algebra

作　　者：严博[1] 周大伟[1] 付钰[1] 侯文瑞 YAN Bo;ZHOU Da-wei;FU Yu;HOU Wen-rui(Dept.of Information Security,Naval Univ.of Engineering,Wuhan 430033,China;Naval Staff Department,Beijing 100841,China)

机构地区：[1]海军工程大学信息安全系,武汉430033 [2]海军参谋部,北京100841

出　　处：《海军工程大学学报》2022年第4期53-58,共6页Journal of Naval University of Engineering

基　　金：国家重点研发计划基金资助项目(2018YFB0804104)。

摘　　要：随着用户规模的增大以及智能客服技术的不断成熟,对在线客服系统资源配置进行合理优化,成为企业平衡用户服务水平与运营成本的迫切需求。首先,针对一类典型的存在不同用户类别的在线客服系统,利用随机进程代数语法分别描述了系统用户和客服的行为,构建了一种基于性能评价进程代数的在线客服系统模型,并给出了模型求解分析方法;然后,分别针对普通在线客服系统和引入智能客服后的在线客服系统案例开展了建模分析,给出了最优的人工在线客服配置,并重点分析了智能客服的智能化水平对提升系统服务质量的重要作用。案例分析结果验证了该方法的可行性和有效性。With the enlargement of user scale and the continuous maturity of intelligent customer service technology,optimization of the resource allocation of online customer service system has become an urgent need for enterprises to balance user service levels and operating costs.For a typical online customer service system(OCSS)with different user categories,the behavior of users and customer service was described by stochastic process algebra,and a performance evaluation process algebra model of online customer service system is constructed.Meanwhile,the analysis method of the model was given.Finally,modeling and analysis were carried out for the ordinary OCSS and the intelligent OCSS,and the optimal manual service configuration was given.In particular,the influence of the intelligent level of intelligent customer service on improving the service quality of the system was analyzed.The feasibility and effectiveness of the proposed method were illustrated by this example.

关 键 词：在线客服系统 随机进程代数 服务质量 

分 类 号：TP393[自动化与计算机技术—计算机应用技术]