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Estimation of Contact Center Performance Measures in Case of Overload and Chatbot Implementation

Estimation of Contact Center Performance Measures in Case of...

引用

systems of signals generating and processing in the field of on board communications

作者： M. S. Stepanov A. R. Muzata V. D. Zyuzin N. S. Kostina M. O. Shishkin Moscow Technical University of Communications and Informatics Moscow Russia

Chatbots are natural virtual language assistants based on the artificial intelligence (AI) and machine learning. Chatbots' popularity is increasing quickly nowadays. They are used for providing real-time service and implemented in the different customer support systems. Today, chatbots are used to improve customer experience in contact centers. Chatbots facilitates on-line conversations via text or text-to-speech. One of the most important problems is call center overload, and to determine the optimal number of agents required for the customer servicing in system where chatbots are used for handling similar requests from the customers. This paper analyzes the mathematical model of a contact-center with two types of customer service - chatbots and agents. Markov process that describes model function is constructed. Vital performance measures of interest are defined through the values of stationary probabilities of model states. Algorithm of characteristics estimation is suggested based on solving the system of state equations. The numerical assessment is given; the positive effect of chatbot usage for elimination of overload is shown. The constructed model and elaborated algorithms of performance measure estimation can be used for the control of contact center functioning in case of overload.

关键词： Customer services Estimation Process control Machine learning Quality of service Markov processes Chatbot

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Comparison of the Spectral and Hierarchy Analysis Methods Applicability for Technical systems Choosing

Comparison of the Spectral and Hierarchy Analysis Methods Ap...

引用

systems of signals generating and processing in the field of on board communications

作者： V. A. Dokuchaev V. V. Maklachkova S. V. Pavlov S. S. Mytenkov Moscow Technical University of Communications and Informatics Moscow Russia HSE Moscow Russia

ISBN: (纸本)9781665415484;9781665446983

This article discusses the fundamental features of the application of the decision support system on the example of solving the problem of planning the process of managing technical systems of wireless access to Enterprise Infocommunication Network. The purpose of this article is to consider approaches to the automatic selection of the optimal technical solution for promising business and technological process management systems based on the methods of spectral analysis and analysis of hierarchies. The system analysis technique is developed and applied if the decision-maker does not have the necessary information about a certain situation, allowing it to formalize and find a solution to the problem. Decision-making in management activities is based on a specific type of intellectual activity - information and analytical activities, as a set of activities for the search, collection, processing of information, its assessment, analysis and forecasting of the state of the control object. The importance of information and analytical activities in modern conditions is sharply increasing due to the following reasons: a sharp increase in the volume of information processed in the course of decision-making on management; the difficulty of identifying and establishing cause-and-effect relationships in information about the existing area of management; the complexity of process automation in advanced business and technological process management systems. This necessitates the creation within the framework of a promising automated control system of its specific part - a decision support system. The proposed method of Spectral Analysis Method and the Hierarchy Analysis Method of automatic selection of the optimal technical solution for promising control systems allows automating the process of evaluating the effectiveness and choosing the optimal technical system, in particular, choosing the most optimal means of wireless access to the corporate infocommunication network.

关键词： Wireless communication Decision support systems Decision making Process control Control systems Search problems Planning

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Information and Reference systems in Corporate Communication Networks

Information and Reference Systems in Corporate Communication...

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systems of signals generating and processing in the field of on board communications

作者： I. V. Stepanova O. D. Gerasimova O. B. Polyakova Moscow Technical University of Communications and Informatics Moscow Russia

There is a rapid development of means of fixed and mobile user access to reference and information services. Multimedia communication services are in demand. Accordingly, the functionality of call service centers is expanding. We will discuss improvements in call recognition and distribution. Solutions for the organization of robotic systems are proposed. Software developers take into account the wishes of customers of commercial structures and the special requirements of law enforcement and public safety authorities. Using the example of Asterisk or Naumen Contact Center, we will determine the prospects for the development of call service centers of commercial structures. Outsourcing options considered. Let us discuss the peculiarities of servicing emergency calls in the centralized “System 112”. Operators of “System 112” service transit traffic by issuing electronic notification of incidents. Several emergency services (for example, police, firefighters, ambulance) will receive information about serious emergencies from the operators of the “Service 112”. Let us discuss the tendency of organizing a single call-center in distributed corporate communication networks using a specific example, when calls can come from users of different regions of Russia - Central Russia, Siberia, Far East region. The organization of such a center involves the use of the distance factor. Supervisors organize day and night shifts for operators. An example of calculating the resources of such a center is considered. The creation of large call service centers in the South- West Siberia region is possible with the involvement of satellite communications resources.

关键词： Law enforcement Social networking (online) Organizations Switches Telephony Software Workstations

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The Concept of a Multi-Beam Radar in the Smart City Air Traffic Control System

The Concept of a Multi-Beam Radar in the Smart City Air Traf...

引用

systems of signals generating and processing in the field of on board communications

作者： A. A. Lavrov I. K. Antonov V. G. Ovchinnikov A. V. Nikonenko D. S. Chirov Moscow Russia Moscow Technical University of Communications and Informatics Moscow Russia

The article provides insight into the technical implementation and characteristics of a multi-beam surveillance radar designed to work as part of the small-sized unmanned aerial vehicle traffic control complex in a “smart city”. In the article, it is pointed out that the advantages of this type of radar are a long range, resistance to weather conditions, quick changeover of the frame in a wide scanning area. The proposed technical concept is the one of the radar, which provides detecting drones at a range of up to 10 km. The description includes the design of the receiving phased array antenna and the structure of the receiving channel. The requirements for the dynamic range of the receiver are well justified, and the need to use automatic gain time control to expand the scan area in the range is clearly illustrated. The required parameters and characteristics of the equipment mainly correspond to the existing models of survey radars and the models being developed and are quite achievable with a modern technical base. The article presents characteristics of a multi-beam radar experimental sample and the results of its tests at observing drones. The tests have proven the predicted characteristics, and demonstrated the ability to effectively suppress reflections from the ground, as well as gave credence to the calculated detection range parameters and the strong immunity of the radar to bad weather conditions. The materials provided in the article are supported with the radar images received in course of the experiments.

关键词： Resistance Phased arrays Smart cities Surveillance Radar detection Radar Radar imaging

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High Efficientcy 1.5 kW LDMOS HF Broadband Radio Transmitter

High Efficientcy 1.5 kW LDMOS HF Broadband Radio Transmitter

引用

systems of signals generating and processing in the field of on board communications

作者： V. N. Gromorushkin Moscow Technical University of Communications and Informatics Moscow Russia

The design of HF radio transmitters with a power more than 300W requires the use of summing devices that combine the powers of individual amplifiers. The use of combiners leads to the complication of the transmitter and increase its dimensions and weight, which is very critical for onboard equipment. Attempts to develop a broadband amplifier with a power 1500 ... 1800 W on a modern LDMOS transistor revealed certain difficulties associated with the parasitic parameters of a powerful amplifier. To achieve high output power of a transistor amplifier, it is necessary to reduce the load resistance of the output circuit of the final stage. In this case, the negative influence of the parasitic parameters of the output oscillatory circuit increases. The dissipation inductance of the transformer-short circuit and the mounting inductance in a class AB linear amplifier cause an increased voltage level of the even harmonics of the oscillatory voltage at the transistor drains, which reduces the attainable power of the amplifier while maintaining its safe mode of operation. The energy stored in parasitic inductances in switching amplifiers can lead to the destruction of transistors by self-induction voltage. In this article, we propose a mode of operation of transistors in a switching mode, which ensures high energy efficiency and full use of transistors in terms of power. The proposed mode can be successfully applied as part of an amplifier implemented using the Envelope Elimination and Restoration method (EER, also known as the Kahn technique). This method are most preferred for use in onboard devices where the supply power is limited.

关键词： Radio frequency Resistance Inductance Broadband amplifiers Radio transmitters Distortion Software

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Two-Frequency Reflectometric Initialization of the Upstream Central Wavelength in Transport WDM-PON Domain for 5G Mobile Radio Access Networks

Two-Frequency Reflectometric Initialization of the Upstream ...

引用

systems of signals generating and processing in the field of on board communications

作者： O. G. Morozov I. A. Makarov A. A. Vasilets L. M. Sarvarova S. G. Alushina Kazan National Research Technical University named after A.N. Tupolev-KAI Kazan Russia Moscow Technical University of Communications and Informatics Moscow Russia

Tuning the wavelength of a colorless laser transmitter, used to build an upstream channel in the WDM-PON transport domain of a 5G mobile radio access network, to the wavelength of the maximum transmission of its multiplexer channel is implemented by a number of regulated and proactive procedures. The first include the procedures associated with the construction of the AMCC control and management channel, regulated by the ITU-T G.989.3 recommendation. The second is the construction of systems with probing of the complete structure of the ascending channel of the pass and reflective types. The main attention in the article will be paid to the consideration of reflective type systems. Broadband and single-frequency reflective methods for tuning direct modulation lasers: VSCEL, DFB, DBR, and external modulation lasers: integral module on InP-substrate, with direct detection and heterodyne reception are analyzed, their advantages and disadvantages are determined. The transition to modulation reflectometric methods of tuning is substantiated, for which one-, two- and three-frequency technologies for multiplexer probing based on EML lasers with scanning are proposed. The use of both latter methods makes it possible to increase the signal-to-noise ratio, sensitivity and accuracy of multiplexer spectral characteristics measurements, and, consequently, the accuracy of tuning the wavelength of a colorless laser transmitter to the central wavelength of one of multiplexer channels.

关键词： Masers Measurement by laser beam Modulation Waveguide lasers Wavelength division multiplexing Optical network units Laser tuning

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Isolation of Interfering Wave Components in a Phased Array

Isolation of Interfering Wave Components in a Phased Array

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2020 systems of signals generating and processing in the field of on board communications

作者： Adjemov, S.S. Belov, N.V. Repinsky, V.N. Moscow Technical University of Communications and Informatics Moscow Russia

ISBN: (纸本)9781728147727

Results of simulation of reception of multipath waves by phased antenna array with controlled polarisation characteristic, having possibility of rotation in plane of front of falling wave and change of position of this plane, are presented. It is shown that the orientation of the antenna, which minimizes transient distortions in the transfer of beams to partial frequencies, can be realized by determining parameters of polarization ellipses of all components of the multipath signal, and the possibility of such determination is shown. The reported study was funded by RFBR, project number 19-29-06055 © 2020 IEEE.

关键词： Polarization

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The Method of Representing Grayscale Images in Pseudo Color Using Equal-Contrast Color Space

The Method of Representing Grayscale Images in Pseudo Color ...

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2020 systems of signals generating and processing in the field of on board communications

作者： Potashnikov, A.M. Vlasuyk, I.V. Ivanchev, V.V. Balobanov, A.V. Moscow Technical University of Communications and Informatics Moscow Russia

ISBN: (数字)9781728147727

ISBN: (纸本)9781728147727

There are many applications, including, for example, Earth remote sensing systems based on satellites or UAVs, which receive low-contrast images with a large dynamic range. Visual analysis of such data is complicate due to psychophysiological limitations, therefore, coloring of such images in pseudo color is used. In this paper, we propose optimization of the process of converting images into pseudo color. To ensure the equal distinguishability of the shades of gray, regardless of the brightness of the recognizable detail of the original image, it is proposed to display the gradations of gray by converting them into pseudo color obtained by traversing the grid in an equal-contrast color space developed at the Department of Television and Audio Broadcasting of MTUCI. The work contains a selection of options for such a traverse of the color space with a fixed brightness value. Thus, the modulation of the brightness value can be further used to add additional information to the resulting image in arbitrary colors. The report presents the results of evaluating the effectiveness of the proposed conversion method in the form of a completely subjective assessment, as well as in the variant of visual determination of the coefficient of visibility of the brightness difference in a specially prepared test image. © 2020 IEEE.

关键词： Color

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Training of Specialists in On-board Communication systems

Training of Specialists in On-Board Communication Systems

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2020 systems of signals generating and processing in the field of on board communications

作者： Ponomareva, L.A. Romashkova, O.N. Moscow City University Moscow Russia

ISBN: (数字)9781728147727

ISBN: (纸本)9781728147727

The article is devoted to improving the quality of management of an educational organization by automating personalized data collection, storage and ranking in the preparation of specialists in the on-board communication systems. The authors have developed a module of the university's corporate system - an electronic portfolio of students, which implements a multi-criteria optimization method for calculating students' ratings based on the collected and stored data. The object of the study is multicriteria ranking methods. The subject of the research is the automated calculation of the student rating in the electronic portfolio. The aim of the study is to develop tools for collecting, storing and processing data on individual student achievements and the implementation of a mathematical method of multicriteria optimization for ranking students based on portfolio data. The practical significance of the study is to provide a tool for effective management of the learning process. Method and toolkit. A prototype of the module of the corporate system of the university 'Electronic Portfolio' based on the developed configuration in '1C: Enterprise 8.3' is presented. For the ranking of students in the module for data analysis, a special case of the method of ranking alternatives is implemented - pairwise comparison according to their relative importance, using a unified scale of relations. Results. The authors described the scheme of functioning of is 'Electronic portfolio', showed the scheme of interaction of processes on formation of portfolio, presented the scheme of business processes at calculation of an individual rating. A fragment of the sample on which the performance of the multi-criteria optimization block was checked is shown. The criteria taking part in calculations and the rule of selection of alternatives for finding the optimal solution are de-scribed. Discussion and Conclusion. The paper presents the results of the IP block on ranking the list of students. T

关键词： Students

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Constellations of Discrete Modulation Laws that have the Maximum Information Capacity Per Symbol Under Peak Power Limitation

Constellations of Discrete Modulation Laws that have the Max...

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systems of signals generating and processing in the field of on board communications

作者： O. A. Shorin A. O. Shorin G. O. Bokk Moscow Technical University of Communications and Informatics Moscow Russia OJSC NIRIT-XINWEI Telecom Technology Moscow Russia

ISBN: (纸本)9781665415484;9781665446983

Calculation was made of optimal structures for constellations of discrete modulation where the maximum information quantity is provided per one symbol. Results were achieved for regular practical application conditions with limitation on the peak power of the transmitted signal. It is established that multi-ring constellations with a different number of points on each of the rings are optimal. It is shown that with an increase in the signal-to-noise ratio, the optimal multi-ring structure of constellation undergoes changes consisting in a gradual increase in the radii of the inner rings, the appearance of new positions in the vicinity of the center of the constellation and an increase in the total number of constellation points. Rings located farther from the center of the constellation always have a larger number of points than rings located closer to the center. It is found that the typical QPSK modulation, starting with a signal-to-noise ratio of 5 dB, loses to the optimal constellations in terms of the information capacity of a single symbol by a value of 0.67 dB or more in the representation of effective losses for the useful signal level. Is found that the information capacity of the optimal multi-ring constellation practically does not depend on the initial phases of the uniform points positions distributions on rings. It is also established that for each signal-to-noise ratio there is a minimum value of points of the optimal constellation starting from which the information capacity not increase.

关键词： Structural rings Phase shift keying Quadrature amplitude modulation Modulation Signal to noise ratio

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