@inproceedings{horvitz2003considering,
author = {Horvitz, Eric and Apacible, Johnson and Koch, Paul and Sarin, Raman and Subramani, Muru},
title = {Considering Costs of Interruption and Deferral in Routing Interpersonal Communications},
year = {2003},
month = {July},
abstract = {We describe a prototype service that performs cost-benefit analysis about whether to route a phone call to a user versus reschedule the communication for later. The system balances the expected cost of interruption with the cost of deferral of a communication. We first present a decision-theoretic perspective on the handling of interpersonal communications. Then, we describe a prototype system named Bestcom-X that makes decisions about the routing of telephone calls coming into a corporate PBX, based on models of the cost of interruption that were built via machine learning. We then describe a derivative of Bestcom-X, named Bestcom-ET which is now being used actively used by approximately one thousand employees at the Microsoft Corporation.},
url = {http://approjects.co.za/?big=en-us/research/publication/considering-costs-interruption-deferral-routing-interpersonal-communications/},
}