Adaptive Multi-Faceted Service Capabilities Co-Prediction for Nationwide Terminal Stations in Logistics

Abstract Estimating service capabilities for logistics terminal stations is essential for guiding operations adjustments to enhance customer experience. However, existing studies often focus on isolated metrics like on-time delivery or complaint rates, each reflecting a specific aspect of service capabilities. To provide a more comprehensive evaluation, we design AdaService, an Adaptive multi-faceted Service capabilities co-estimation framework. We begin by constructing Multi-faceted Hypergraph to encode stations using multiple performance metrics. We then introduce a Multi-faceted Hypergraph Convolution Network (MHCN) to capture the heterogeneous service capabilities across stations, providing a comprehensive capabilities representation. Finally, we apply an Adaptive Multi-faceted Estimation module that uses multi-task learning to model dynamic interactions among these metrics, enhancing predictive accuracy. Extensive evaluation with real-world data collected from nationwide stations in a leading logistics company in China demonstrates that AdaService significantly outperforms state-of-the-art methods, improving estimation accuracy for on-time delivery, on-time pick-up, and complaint rates by up to 18.98%, 9.30%, and 39.62%.