Engineering agent organisations in a business environment

Dimitrios Traskas, Julian Padget

Research output: Chapter or section in a book/report/conference proceedingChapter in a published conference proceeding


Motivated by demands from the commercial world for software systems that can assist in the reorganisation of processes for the purpose of reducing business complexity, we discuss the benefits and challenges of the multi-agent approach. We concentrate on the engineering aspects of large scale multi-agent systems and begin our exploration by focusing on a real world example from the call centre industry. The critical call routing process seems appropriate and useful in presenting our ideas and provides a good starting point for the development of agent organisations capable of self-management and coordination. The main contributions of this work can be summarised as the demonstration of the value of agent organisational models that do not replicate the typical hierarchical structures observed in human organisations and that a quite basic peer-to-peer structure produces very similar performance indicators to a mature simulator that uses conventional techniques, suggesting further improvements may readily be realized.
Original languageEnglish
Title of host publicationEngineering Societies in the Agents World X
EditorsH Aldewereld, V Dignum, G Picard
Number of pages16
ISBN (Print)9783642102028
Publication statusPublished - Nov 2009
Event10th International Workshop on Engineering Societies in the Agents World X - Utrecht, Netherlands
Duration: 18 Nov 200820 Nov 2008

Publication series

NameLecture Notes in Artificial Intelligence


Conference10th International Workshop on Engineering Societies in the Agents World X
Abbreviated titleESAW 2009


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