6 research outputs found

    The Physics of Living Neural Networks

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    Improvements in technique in conjunction with an evolution of the theoretical and conceptual approach to neuronal networks provide a new perspective on living neurons in culture. Organization and connectivity are being measured quantitatively along with other physical quantities such as information, and are being related to function. In this review we first discuss some of these advances, which enable elucidation of structural aspects. We then discuss two recent experimental models that yield some conceptual simplicity. A one-dimensional network enables precise quantitative comparison to analytic models, for example of propagation and information transport. A two-dimensional percolating network gives quantitative information on connectivity of cultured neurons. The physical quantities that emerge as essential characteristics of the network in vitro are propagation speeds, synaptic transmission, information creation and capacity. Potential application to neuronal devices is discussed.Comment: PACS: 87.18.Sn, 87.19.La, 87.80.-y, 87.80.Xa, 64.60.Ak Keywords: complex systems, neuroscience, neural networks, transport of information, neural connectivity, percolation http://www.weizmann.ac.il/complex/tlusty/papers/PhysRep2007.pdf http://www.weizmann.ac.il/complex/EMoses/pdf/PhysRep-448-56.pd

    The Co-Production of Service: Modeling Service Times in Contact Centers Using Hawkes Processes

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    In customer support contact centers, every service interaction involves a messaging dialogue between a customer and an agent. Both parties depend on one another for information and problem solving, hence this interaction defines a co-produced service process. In this paper, we develop and compare new stochastic models for service co-production in contact centers. A key observation is that this service interaction features cross- and self-exciting dynamics within each conversation. The cross-excitation stems from the two parties responding to one another, and the self-excitation captures one party sending follow-ups to their own prior message. Hence, messages beget messages, and we capture this phenomenon by introducing Hawkes point process models of the conversational services, which depend on the conversation's history, on the customer-agent relationships, and on the state of the system. To evaluate our service co-production models, we apply them to an industry contact center dataset containing nearly 5 million messages. We show that the Hawkes models better represent the service dynamics than classic Poisson and phase-type models do. Indeed, we find that service interactions are characterized by strong agent-customer dependency and by the centrality of the process's cross- and self-excitation attributes. Finally, we use the proposed models to improve upon popular routing algorithms used in contact centers. We show how dynamic routing based on Hawkes process predictions outperforms well-known concurrency-based routing rules. Large data-driven simulation experiments show that this Hawkes-based routing significantly reduces customer waiting time, demonstrating how these history-dependent stochastic models can improve operational decision making in practice
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