Mathematical model of a call-center with self-service facility

The project aims at developing a number of mathematical models for the performance analysis and dynamic optimization control of the multi-server contact centers with integrated self-services on the basis of the speech recognition and speech synthesis systems. Speech recognition system converts spoken words to machine-readable input and speech synthesis system carries out the inverse conversion. The arrival calls or inquires are assumed to be performed not only through a telephone line, but also via e-mail, websites, chats, SMS and other types of on-line handshaking.