Abecker, Andreas, Alami, Rachid, Baral, Chitta, Bickmore, Tim, Durfee, Ed, Fong, Terry, Goker, Mehmet H., Green, Nancy, Liberman, Mark, Lebiere, Christian, Martin, James H., Mentzas, Gregoris, Musliner, Dave, Nicolov, Nicolas, Nourbakhsh, Illah, Salvetti, Franco, Shapiro, Daniel, Schrekenghost, Debbie, Sheth, Amit, Stojanovic, Ljiljana, SunSpiral, Vytas, Wray, Robert
The staff scheduling problem is a critical problem in the call center (or, more generally, customer contact center) industry. This article describes DIRECTOR, a staff scheduling system for contact centers. DIRECTOR is a constraint-based system that uses AI search techniques to generate schedules that satisfy and optimize a wide range of constraints and service-quality metrics. DIRECTOR has successfully been deployed at more than 800 contact centers, with significant measurable benefits, some of which are documented in case studies included in this article.
The Fifth Annual AAAI Mobile Robot Competition and Exhibition was held in Portland, Oregon, in conjunction with the Thirteenth National Conference on Artificial Intelligence. The first event stressed navigation and planning. In addition to the competition, there was a mobile robot exhibition in which teams demonstrated robot behaviors that did not fit into the competition tasks. The robot competition raised the standard for autonomous mobile robotics, demonstrating the intelligent integration of perception, deliberation, and action.
DERVISH won the Office Delivery event of the 1994 Robot Competition and Exhibition, held as part of the Thirteenth National Conferennce on Artificial Intelligence. Although the contest required dervish to navigate in an artificial office environment, the official goal of the contest was to push the technology of robot navigation in real office buildings with minimal domain information.
The second annual Robot Competition and Exhibition sponsored by the Association for the Advancement of Artificial Intelligence was held in Washington D.C. on 13-15 July 1993 in conjunction with the Eleventh National Conference on Artificial Intelligence. This article describes the robots that placed first and second in each event and compares their strategies and their resulting successes and difficulties.