Role: PhD Student
Email: antonio.cas@campus.technion.ac.il
Antonio Castellanos has a B.Sc. in Information Systems and Business Engineering from Monterrey Institute of Technology. He has a Ph.D. from the Industrial Engineering and Management Faculty at the Technion, where he was advised by Prof. Galit Yom-Tov (Thesis: Antonio_Castellanos_PhD_Aug_2022). His research is focused on building models to overcome information uncertainty in contact centers. He is now a Faculty at The Hebrew University of Jerusalem, School of Business.
Publications:
A. Daw, A. Castellanos, G.B. Yom-Tov, J. Pender, and L. Gruendlinger “The Co-Production of Service: Modeling Service Times in Contact Centers Using Hawkes Processes”. Management Science 71(3):2635-2656, 2025. (DOI: https://doi.org/10.1287/mnsc.2021.04060)
Lior T. Landa, Antonio Castellanos, Yair Goldberg, and Galit B. Yom-Tov, “The Reactive Hidden Markov Model: Real-Time Estimation of Customer Satisfaction in Contact Centers”.
Antonio Castellanos, Galit B. Yom-Tov, Yair Goldberg, and Jaeyoung Park, “Silent Abandonment in Contact Centers: Estimating Customer Patience from Uncertain Data” (Link to the manuscript: Silent_Abandonment_5_2022).