Evolutionary optimization of service times in interactive voice response systems

A call center is a system used by companies to provide a number of services to customers, which may vary from providing simple information to gathering and dealing with complaints or more complex transactions. The design of this kind of system is an important task, since the trend is that companies and institutions choose call centers as the primary option for customer relationship management. This paper presents an evolutionary algorithm based on Dandelion encoding to obtain near-optimal service trees which represent the structure of the desired call center. We introduce several modifications to the original Dandelion encoding in order to adapt it to the specific problem of service tree design. Two search space size reduction procedures improve the performance of the algorithm. Systematic experiments have been tackled in order to show the performance of our approach: first, we tackle different synthetic instances, where we discuss and analyze several aspects of the proposed evolutionary algorithm, and second, we tackle a real application, the design of the call center of an Italian telecommunications company. In all the experiments carried out we compare our approach with a lower bound for the problem based on information theory, and also with the results of a Huffman algorithm we have used for reference

Smart Microgrids: Overview and Outlook

The idea of changing our energy system from a hierarchical design into a set of nearly independent microgrids becomes feasible with the availability of small renewable energy generators. The smart microgrid concept comes with several challenges in research and engineering targeting load balancing, pricing, consumer integration and home automation. In this paper we first provide an overview on these challenges and present approaches that target the problems identified. While there exist promising algorithms for the particular field, we see a missing integration which specifically targets smart microgrids. Therefore, we propose an architecture that integrates the presented approaches and defines interfaces between the identified components such as generators, storage, smart and \dq{dumb} devices.Comment: presented at the GI Informatik 2012, Braunschweig Germany, Smart Grid Worksho

Evolutionary Computation

This book presents several recent advances on Evolutionary Computation, specially evolution-based optimization methods and hybrid algorithms for several applications, from optimization and learning to pattern recognition and bioinformatics. This book also presents new algorithms based on several analogies and metafores, where one of them is based on philosophy, specifically on the philosophy of praxis and dialectics. In this book it is also presented interesting applications on bioinformatics, specially the use of particle swarms to discover gene expression patterns in DNA microarrays. Therefore, this book features representative work on the field of evolutionary computation and applied sciences. The intended audience is graduate, undergraduate, researchers, and anyone who wishes to become familiar with the latest research work on this field

From Social Simulation to Integrative System Design

As the recent financial crisis showed, today there is a strong need to gain "ecological perspective" of all relevant interactions in socio-economic-techno-environmental systems. For this, we suggested to set-up a network of Centers for integrative systems design, which shall be able to run all potentially relevant scenarios, identify causality chains, explore feedback and cascading effects for a number of model variants, and determine the reliability of their implications (given the validity of the underlying models). They will be able to detect possible negative side effect of policy decisions, before they occur. The Centers belonging to this network of Integrative Systems Design Centers would be focused on a particular field, but they would be part of an attempt to eventually cover all relevant areas of society and economy and integrate them within a "Living Earth Simulator". The results of all research activities of such Centers would be turned into informative input for political Decision Arenas. For example, Crisis Observatories (for financial instabilities, shortages of resources, environmental change, conflict, spreading of diseases, etc.) would be connected with such Decision Arenas for the purpose of visualization, in order to make complex interdependencies understandable to scientists, decision-makers, and the general public.Comment: 34 pages, Visioneer White Paper, see http://www.visioneer.ethz.c

Enhancing cooperation in wireless networks using different concepts of game theory

PhDOptimizing radio resource within a network and across cooperating heterogeneous networks is the focus of this thesis. Cooperation in a multi-network environment is tackled by investigating network selection mechanisms. These play an important role in ensuring quality of service for users in a multi-network environment. Churning of mobile users from one service provider to another is already common when people change contracts and in a heterogeneous communication environment, where mobile users have freedom to choose the best wireless service-real time selection is expected to become common feature. This real time selection impacts both the technical and the economic aspects of wireless network operations. Next generation wireless networks will enable a dynamic environment whereby the nodes of the same or even different network operator can interact and cooperate to improve their performance. Cooperation has emerged as a novel communication paradigm that can yield tremendous performance gains from the physical layer all the way up to the application layer. Game theory and in particular coalitional game theory is a highly suited mathematical tool for modelling cooperation between wireless networks and is investigated in this thesis. In this thesis, the churning behaviour of wireless service users is modelled by using evolutionary game theory in the context of WLAN access points and WiMAX networks. This approach illustrates how to improve the user perceived QoS in heterogeneous networks using a two-layered optimization. The top layer views the problem of prediction of the network that would be chosen by a user where the criteria are offered bit rate, price, mobility support and reputation. At the second level, conditional on the strategies chosen by the users, the network provider hypothetically, reconfigures the network, subject to the network constraints of bandwidth and acceptable SNR and optimizes the network coverage to support users who would otherwise not be serviced adequately. This forms an iterative cycle until a solution that optimizes the user satisfaction subject to the adjustments that the network provider can make to mitigate the binding constraints, is found and applied to the real network. The evolutionary equilibrium, which is used to 3 compute the average number of users choosing each wireless service, is taken as the solution. This thesis also proposes a fair and practical cooperation framework in which the base stations belonging to the same network provider cooperate, to serve each other‘s customers. How this cooperation can potentially increase their aggregate payoffs through efficient utilization of resources is shown for the case of dynamic frequency allocation. This cooperation framework needs to intelligently determine the cooperating partner and provide a rational basis for sharing aggregate payoff between the cooperative partners for the stability of the coalition. The optimum cooperation strategy, which involves the allocations of the channels to mobile customers, can be obtained as solutions of linear programming optimizations

Analysis of adaptive algorithms for an integrated communication network

Techniques were examined that trade communication bandwidth for decreased transmission delays. When the network is lightly used, these schemes attempt to use additional network resources to decrease communication delays. As the network utilization rises, the schemes degrade gracefully, still providing service but with minimal use of the network. Because the schemes use a combination of circuit and packet switching, they should respond to variations in the types and amounts of network traffic. Also, a combination of circuit and packet switching to support the widely varying traffic demands imposed on an integrated network was investigated. The packet switched component is best suited to bursty traffic where some delays in delivery are acceptable. The circuit switched component is reserved for traffic that must meet real time constraints. Selected packet routing algorithms that might be used in an integrated network were simulated. An integrated traffic places widely varying workload demands on a network. Adaptive algorithms were identified, ones that respond to both the transient and evolutionary changes that arise in integrated networks. A new algorithm was developed, hybrid weighted routing, that adapts to workload changes

Big data analytics:Computational intelligence techniques and application areas

Big Data has significant impact in developing functional smart cities and supporting modern societies. In this paper, we investigate the importance of Big Data in modern life and economy, and discuss challenges arising from Big Data utilization. Different computational intelligence techniques have been considered as tools for Big Data analytics. We also explore the powerful combination of Big Data and Computational Intelligence (CI) and identify a number of areas, where novel applications in real world smart city problems can be developed by utilizing these powerful tools and techniques. We present a case study for intelligent transportation in the context of a smart city, and a novel data modelling methodology based on a biologically inspired universal generative modelling approach called Hierarchical Spatial-Temporal State Machine (HSTSM). We further discuss various implications of policy, protection, valuation and commercialization related to Big Data, its applications and deployment