Antonio Castellanos is an Assistant Professor in the Operations Research and Management Department, specializing in the intersection of service operations and data science. His research uses data-driven and stochastic modeling to address critical challenges in service systems, with a unique focus on the behavioral dynamics that drive uncertainty in these environments. For instance, his work tackles issues such as customers silently abandoning chat services or prolonged in-conversation pauses that disrupt queue management and workload predictions. By analyzing service systems data, Dr. Castellanos uncovers insights into customer and agent behaviors, developing models that optimize service efficiency while enhancing the customer experience.
Dr. Castellanos’ has collaborated with leading organizations, including contact center industry leaders and a governmental agency on data-driven projects that leverage artificial intelligence to improve service operations.
Dedicated to solving large-scale, real-world problems, Dr. Castellanos is working for a future where service systems are not only more efficient but impact, improving lives through innovative solutions. His research excellence has been recognized by prestigious honors, including the VATAT Prize for Outstanding Research in Data Science and The Abraham Mehrez Prize from the Operations Research Society of Israel (ORSIS). He has also received honorable mentions from INFORMS Best Behavioral Operations Working Paper and POMS Applied Research Challenge. His innovative dissertation received an honorable mention for the INFORMS George B. Dantzig Dissertation Award.
Dr. Castellanos earned his PhD from the Technion – Israel Institute of Technology, conducting research at the SEElab, a global hub for service engineering, under the mentorship of Prof. Galit B. Yom-Tov. His postdoctoral work at the University of Chicago Booth School of Business, hosted by Prof. Amy R. Ward, furthered his expertise in integrating data science and stochastic modeling to optimize service processes.
In addition to his research, Dr. Castellanos teaches Applied Statistics and Operations Management, sharing his passion for data science and operations with future leaders. He welcomes collaborations that explore new frontiers in service systems operations, behavioral operations, and AI-driven service innovation.
Please feel free to reach out to him via email for collaborations, inquiries, or further information about his research.
- Publications
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Journal Publications
Andrew Daw, Antonio Castellanos, Galit Yom-Tov, Jamol Pender, and Leor Gruendlinger. The Co-Production of Service: Modeling Service in Contact Centers Using Hawkes Processes. Management Science (2024).
Conference Publications
Bingxuan Li, Antonio Castellanos, Pengyi Shi, Amy R. Ward. Combining Machine Learning and Queueing Theory for Data-driven Incarceration-Diversion Program Management. Proceedings of the 38th AAAI Conference on Artificial Intelligence (2024).
Antonio Castellanos, Andrew Daw, Amy R. Ward, Galit B. Yom-Tov. Closing the Service: Contrasting Activity-Based and Time-Based Systematic Closure Policies. Proceedings of the 2024 Winter Simulation Conference (WSC). IEEE (2024).
- Awards and Honors
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2023
George B. Dantzig Dissertation Award, Honorable Mention Institute for Operations Research and the Management Sciences (INFORMS)2019
Outstanding Research Poster, Second Place Paper: “Silent Abandonment” The Israel Statistical Association (ISA).2019
Nahmani Prize for Outstanding Research on Quality Management Technion – Israel Institute of Technology The Abraham Mehrez Prize for Excellent Work of a Graduate Student in Operations Management Paper: “Silent Abandonment” The Operations Research Society of Israel (ORSIS)2020
Behavioral Operations Best Working Paper Competition, Honorable Mention Paper: “Silent Abandonment” INFORMS2021 & 2020
VATAT Prize for Outstanding Research in Data Science The Israeli Council for Higher Education (VATAT)2022
5th POMS Applied Research Challenge, Finalist Paper: “The Co-Production of Service” Production and Operations Management Society (POMS)