arxivcs.LGmath.OC2026-07-07
Learning When to Automate: Queue Control in Human-AI Service Systems
Giovanni Montanari, Marco Scarsini, Vianney Perchet
We study a human-AI service system in which tasks arrive sequentially and are processed through a two-stage architecture: an automated chatbot followed, when necessary, by a human agent. We consider $T$ sequentially arriving tasks, each belonging to one of $K$ heterogeneous types…