What is Service Optimization

Aims to improve a service process that involves close interaction between customer and provider that bear human factors and greater uncertainties in comparison to a manufacturing process. The key focus of service optimization is to make customers happy by satisfying their individual requirement as well as improving individual employee productivity whose collective impact on service performance will emerge at top-level. This is often in contrast with manufacturing process optimization where improvement is managed at activity level to produce more identical components as needed.

Agent-Based Service Analytics

Yang Li (Applications & Services, Research & Technology, British Telecom, UK)