多目标滚动时域优化的数学模型在运营商智能派单中的构建与应用  

Construction and application of a multi-objective rolling horizon optimization mathematical model in intelligent dispatching for telecom operators

作　　者：李芳 马晓亮[1,2] 刘英 李媛 辛盛 LI Fang;MA Xiaoliang;LIU Ying;LI Yuan;XIN Sheng(Guangzhou Branch of China Telecom Co.,Ltd.,Guangzhou 510620,China;Ma Xiaoliang Innovation Studio for Model Workers and Creative Talents,Guangzhou 510620,China;China DataCom Co.,Ltd.,Guangzhou 510630,China)

机构地区：[1]中国电信股份有限公司广州分公司,广东广州510620 [2]马晓亮劳模和工匠人才创新工作室,广东广州510620 [3]中数通信息有限公司,广东广州510630

出　　处：《电信科学》2024年第10期152-162,共11页Telecommunications Science

摘　　要：随着电信行业的迅猛发展,智能派单已成为运营商提升服务质量和效率的关键手段。然而,传统的派单方法难以同时满足运营商对服务效率和服务质量的多重需求。提出了一种基于多目标优化的数学模型,设定了3个主要目标:客户满意度预期总得分、工单响应时间和坐席人员工作负荷平衡。同时设计了一种基于自适应多目标优化算法,结合自适应权重调整、多目标优化和滚动时域优化等技术,求解该多目标优化模型。某省会运营商坐席实验结果表明,该模型能够提升电信运营商的服务效率和服务质量。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.

关 键 词：多目标优化 自适应算法 智能客服 人工智能 

分 类 号：TP393[自动化与计算机技术—计算机应用技术]