Analysis of the operation of a taxi information and reference system

The article develops a mathematical model of a taxi call center's operation to optimize workload distribution among operators. Existing methods for forecasting the number of incoming calls, call distribution, and staffing across work shifts are analyzed. Various implementations of call center operation models are presented, and an improvement to the system is proposed by optimizing the number of operators and introducing an AI bot. The study shows that automating part of the processes significantly reduces service costs and enhances the quality of customer service.

Authors: K. O. Moiseev, A. O. Trofimova

Direction: Informatics, Computer Technologies And Control

Keywords: call center, queuing system, taxi, workload forecasting, artificial intelligence (AI)

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