Quality assessment of the contact center while implementation the IP IVR system by using teletraffic theory

The paper considers the form of taking into account the specialization of information needs. An analysis of the work of modern call centers has been carried out. The authors noted the effectiveness of using IVR devices, operators, and consultants for differentiated customer service and the need to take feedback into account when forming the revenue stream of applications. The models make it possible to determine the leading indicators of the quality of service for applications arriving at the call center. Formal expressions for descriptions are derived from the input parameters' values and the model's stationary probability. The relationships between the characteristics of the call center that regulate the intensity of incoming and outgoing calls, call processing through 3CXPhone, corporate mail, and social networks were obtained using Global Statistic. The developed methodology for organizing information and reference systems makes it possible to consider modern trends in the development of call centers. The paper presents the results of research using the IP IVR system. The results of calculating service characteristics are given for two different types of calls with mixed order ω=(0.5; 0.7; 0.9). The presented results were obtained by using experimental data of the JSC Kazakhtelecom's call center. For the calculations, the authors used the formulas of the teletraffic theory for a mixed service system. It also assesses the extent of combined service model effects for the contact center's call quality. It is shown that the probability of lost calls depends on the incoming load. The obtained results show that the mixed order for incoming calls servicing affects the probability of service failure.

Data Analytics for Noise Reduction in Optical Metrology of Reflective Planar Surfaces

On-line data collection from the manufactured parts is an essential element in Industry 4.0 to monitor the production’s health, which required strong data analytics. The optical metrology-based inspection of highly reflective parts in a production line, such as parts with metallic surfaces, is a difficult challenge. As many on-line inspection paradigms require the use of optical sensors, this reflectivity can lead to large amounts of noise, rendering the scan inaccurate. This paper discusses a method for noise reduction and removal in datapoints resulting from scanning the reflective planar surfaces. Utilizing a global statistic-based iterative approach, noise is gradually removed from the dataset at increasing percentages. The change in the standard deviation of point-plane distances is examined, and an optimal amount of noisy data is removed to reduce uncertainty in representing the workpiece. The developed algorithm provides a fast and efficient method for noise reduction in optical coordinate metrology and scanning.

An Approach to Main Web Content and Keyword Extraction to Develop a Vietnamese Contextual Advertising Engine

Contextual advertising is a next-generation of online marketing. A contextual advertising system scans the text of a web page for keywords and returns advertisements to that web page based on what the user is viewing. For example, if the user is viewing a web page pertaining to sports, the user may see advertisements for sports-related things, such as sport equipments or sporting events. To do so, we face two main problems: detecting the main content of the web page, and extracting keywords from Vietnamest text automatically. For the first problem, we proposed a method of web page segmentation by employing histogram scheme. For the second problem, we have mesured and combined the local statistic together with global statistic of each term to estimate the importance of a term, and then determine the main keywords. Our methods were evaluated and compared with others base on the following measures: prcision, recall, and F-measure. Received results are very positive.