Mathematical model of a call center with self-service facility

In this paper we consider a queueing model to estimate and optimize a modern architecture call center having a self-service facility on the base of computer speech recognition. A call-center is presented by a two-node network with one node describing the ports of self-service and other one describing an operator group. Automated service of a customer can be successfull (and the customer leaves the system) of not (and the customer goes to the operator group). We obtain stationary probabilities of the system states and derive performance characteristics.