Baris Ata

Baris Ata, J. Michael Harrison, Nian Si

Motivated by applications in queueing theory, we consider a stochastic control problem whose state space is the $d$-dimensional positive orthant. The controlled process $Z$ evolves as a reflected Brownian motion whose covariance matrix is exogenously specified, as are its directions of reflection from the orthant's boundary surfaces. A system manager chooses a drift vector $θ(t)$ at each time $t$ based on the history of $Z$, and the cost rate at time $t$ depends on both $Z(t)$ and $θ(t)$. In our initial problem formulation, the objective is to minimize expected discounted cost over an infinite planning horizon, after which we treat the corresponding ergodic control problem. Extending earlier work by Han et al. (Proceedings of the National Academy of Sciences, 2018, 8505-8510), we develop and illustrate a simulation-based computational method that relies heavily on deep neural network technology. For test problems studied thus far, our method is accurate to within a fraction of one percent, and is computationally feasible in dimensions up to at least $d=30$.

Baris Ata, Ebru Kasikaralar

We consider a multi-class queueing model of a telephone call center, in which a system manager dynamically allocates available servers to customer calls. Calls can terminate through either service completion or customer abandonment, and the manager strives to minimize the expected total of holding costs plus abandonment costs over a finite horizon. Focusing on the Halfin-Whitt heavy traffic regime, we derive an approximating diffusion control problem, and building on earlier work by Beck et al. (2021), develop a simulation-based computational method for solution of such problems, one that relies heavily on deep neural network technology. Using this computational method, we propose a policy for the original (pre-limit) call center scheduling problem. Finally, the performance of this policy is assessed using test problems based on publicly available call center data. For the test problems considered so far, our policy does as well as or better than the best benchmark we could find. Moreover, our method is computationally feasible at least up to dimension 500, that is, for call centers with 500 or more distinct customer classes.

Baris Ata, Ebru Kasikaralar

A key operational challenge for call centers is to decide, in real time, which waiting customer should be served by which available agent. This is known as skill-based routing, and the decision becomes especially difficult in large systems with many customer classes, where standard dynamic programming methods can be computationally intractable. Focusing on the Halfin-Whitt heavy-traffic regime and an infinite-horizon discounted cost criterion, we develop a computational method that scales to high-dimensional settings with many customer classes. Our approach begins by deriving an approximating diffusion control problem in the heavy traffic limiting regime. Building on earlier work by Han et al. (2018), we develop a simulation-based method to solve this problem, relying heavily on deep neural network techniques. Using this framework, we construct a policy for the original (prelimit) call center scheduling problem. To evaluate performance, we adopt a data-driven approach. Using call center data from a large U.S. bank, we calibrate the model and construct realistic test instances. We then compare the resulting policy with benchmark policies drawn from the literature. Across all test problems considered so far, our policy performs at least as well as or better than the best benchmark identified. Moreover, the method remains computationally feasible in dimensions up to 100, corresponding to call centers with 100 or more distinct customer classes.

Baris Ata, Alexandre Belloni, Ozan Candogan

We consider a network of agents. Associated with each agent are her covariate and outcome. Agents influence each other's outcomes according to a certain connection/influence structure. A subset of the agents participate on a platform, and hence, are observable to it. The rest are not observable to the platform and are called the latent agents. The platform does not know the influence structure of the observable or the latent parts of the network. It only observes the data on past covariates and decisions of the observable agents. Observable agents influence each other both directly and indirectly through the influence they exert on the latent agents. We investigate how the platform can estimate the dependence of the observable agents' outcomes on their covariates, taking the latent agents into account. First, we show that this relationship can be succinctly captured by a matrix and provide an algorithm for estimating it under a suitable approximate sparsity condition using historical data of covariates and outcomes for the observable agents. We also obtain convergence rates for the proposed estimator despite the high dimensionality that allows more agents than observations. Second, we show that the approximate sparsity condition holds under the standard conditions used in the literature. Hence, our results apply to a large class of networks. Finally, we apply our results to two practical settings: targeted advertising and promotional pricing. We show that by using the available historical data with our estimator, it is possible to obtain asymptotically optimal advertising/pricing decisions, despite the presence of latent agents.