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

LI Fang; MA Xiaoliang; LIU Ying; LI Yuan; XIN Sheng

doi:10.11959/j.issn.1000-0801.2024224

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

Engineering and Application | 更新时间：2024-12-02

- Construction and application of a multi-objective rolling horizon optimization mathematical model in intelligent dispatching for telecom operators
- Telecommunications Science Vol. 40, Issue 10, Pages: 152-162(2024)
- 作者机构：
  
  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
- 作者简介：
- 基金信息：
- DOI：10.11959/j.issn.1000-0801.2024224
  CLC： TP393
- Received：18 July 2024，
  
  Revised：11 September 2024，
  
  Published：20 October 2024
- 稿件说明：
移动端阅览
李芳,马晓亮,刘英等.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[J].电信科学,2024,40(10):152-162.

LI Fang,MA Xiaoliang,LIU Ying,et al.Construction and application of a multi-objective rolling horizon optimization mathematical model in intelligent dispatching for telecom operators[J].Telecommunications Science,2024,40(10):152-162.
李芳,马晓亮,刘英等.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[J].电信科学,2024,40(10):152-162. DOI： 10.11959/j.issn.1000-0801.2024224.

LI Fang,MA Xiaoliang,LIU Ying,et al.Construction and application of a multi-objective rolling horizon optimization mathematical model in intelligent dispatching for telecom operators[J].Telecommunications Science,2024,40(10):152-162. DOI： 10.11959/j.issn.1000-0801.2024224.

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。

Abstract

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.

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references

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