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A Reinforcement Learning Based Model for Adaptive Service Quality Management in E-Commerce Websites

机译：电子商务网站自适应服务质量管理的基于加强学习模型

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摘要

Providing high-quality service to all users is a difficult and inefficient strategy for e-commerce providers, especially when Web servers experience overload conditions that cause increased response time and request rejections, leading to user frustration and reduced revenue. In an e-commerce system, customer Web sessions have differing values for service providers. These tend to: give preference to customer Web sessions that are likely to bring more profit by providing better service quality. This paper proposes a reinforcement-learning based adaptive e-commerce system model that adapts the service quality level for different Web sessions within the customer's navigation in order to maximize total profit. The e-commerce system is considered as an electronic supply chain which includes a network of basic e- providers used to supply e-commerce services for end customers. The learner agent noted as e-commerce supply chain manager (ECSCM) agent allocates a service quality level to the customer's request based on his/her navigation pattern in the e-commerce Website and selects an optimized combination of service providers to respond to the customer's request. To evaluate the proposed model, a multi agent framework composed of three agent types, the ECSCM agent, customer agent (buyer/browser) and service provider agent, is employed. Experimental results show that the proposed model improves total profits through cost reduction and revenue enhancement simultaneously and encourages customers to purchase from the Website through service quality adaptation.
机译：为所有用户提供高质量的服务是电子商务提供商的艰难且低效的策略，特别是当Web服务器经历过载情况时导致响应时间增加和请求拒绝，导致用户挫败和收入减少。在电子商务系统中，客户Web会话具有不同的服务提供商的值。这些倾向于：优先考虑通过提供更好的服务质量来带来更多利润的客户网络会话。本文提出了一种基于加强学习的自适应电子商务系统模型，适应客户导航中不同网络会话的服务质量水平，以最大限度地提高总利润。电子商务系统被认为是一种电子供应链，包括用于为最终客户提供电子商务服务的基本电子商务网络网络。学习者代理指出，作为电子商务供应链管理器（ECSCM）代理商根据电子商务网站的导航模式将服务质量水平分配给客户的请求，并选择优化的服务提供商组合，以响应客户的响应要求。为了评估所提出的模型，采用由三种代理类型，ECSCM代理，客户代理（买方/浏览器）和服务提供商代理组成的多代理框架。实验结果表明，拟议的模式同时通过降低成本和收入增强，并鼓励客户通过服务质量适应从网站购买。

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