Benjamin Legros


Refereed papers


PhD Defense



My main research interests are in stochastic processes, Markov decision processes (MDP) and queues with applications for contact centers, transportation and emergency departments. My major focus is on optimizing real-time decisions in a stochastic context. The idea is to determine for a given state of a system, the best decisions that a manager should take in order to meet some service level objectives. I strongly believe that this approach has a high potential for future research development. This is particularly the case for the aforementioned applications. In contact centers, the implementation of robot agents or web-chat opens new research perspectives where routing optimization has the potential to help for a better interconnection between human and robots. In transportation systems, the rise of the sharing economy incentivizes managers to find new solutions to well respond to the demand. In emergency departments also, the increasing of the patients' flow combined with budget limitations renders routing optimization challenging.