We analyze a call center with robot and human agents. Customers arrive over time and have a preference for being served by an agent. Thus, although robots are infinite in number, it might be preferable to let some customers wait so as to give them a human service. The aim of this paper is to determine how agents and robots should be placed in the call center architecture to deliver the lowest wait- and service-dissatisfaction. We prove that in terms of expected wait- and expected service-dissatisfaction, a preventive policy where scheduling to robots or to agents is made at arrival, outperforms corrective policies, where scheduling is made after a certain wait, or policies where the robot service can be interrupted. This conclusion is only true with respect to expectation, however. When considering higher moments of the wait, a corrective policy appears to be preferable. Service interruption leads to less variability in service-dissatisfaction, which can be appreciated when customer fairness is sought.

我们分析了一个带有机器人和人工代理的呼叫中心。客户会随着时间的推移而到达，并且倾向于由代理提供服务。因此，虽然机器人的数量是无限的，但最好让一些客户等待，以便为他们提供人工服务。本文的目的是确定应如何将座席和机器人放置在呼叫中心架构中，以提供最低的等待和服务不满。我们证明，就预期等待和预期服务不满意而言，在到达时对机器人或代理进行调度的预防策略优于纠正策略，在特定等待后进行调度，或机器人服务可以被打断。然而，这个结论仅在期望方面是正确的。在考虑更高的等待时刻时，纠正政策似乎更可取。服务中断导致服务不满意的变化较小，这在寻求客户公平时可以理解。