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

On palimpsests in neural memory: an information theory viewpoint

The finite capacity of neural memory and the reconsolidation phenomenon suggest it is important to be able to update stored information as in a palimpsest, where new information overwrites old information. Moreover, changing information in memory is metabolically costly. In this paper, we suggest that information-theoretic approaches may inform the fundamental limits in constructing such a memory system. In particular, we define malleable coding, that considers not only representation length but also ease of representation update, thereby encouraging some form of recycling to convert an old codeword into a new one. Malleability cost is the difficulty of synchronizing compressed versions, and malleable codes are of particular interest when representing information and modifying the representation are both expensive. We examine the tradeoff between compression efficiency and malleability cost, under a malleability metric defined with respect to a string edit distance. This introduces a metric topology to the compressed domain. We characterize the exact set of achievable rates and malleability as the solution of a subgraph isomorphism problem. This is all done within the optimization approach to biology framework.Accepted manuscrip