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Latest Publication
"Customer Service Operations: A Gatekeeper Framework?"
with Maqbool Dada and Evgeny Kagan.
Accepted at Production and Operations Management.
This study models customer service as a gatekeeper system to optimize request resolution across various channels, such as live agents, and AI chatbots. It explores strategic, tactical, and operational decisions, including channel deployment, agent staffing, chatbot training, and transfer policies.
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