Motivations, Classification and Model Trial of Conversational Agents for Insurance Companies

Advances in artificial intelligence have renewed interest in conversational agents. So-called chatbots have reached maturity for industrial applications. German insurance companies are interested in improving their customer service and digitizing their business processes. In this work we investigate the potential use of conversational agents in insurance companies by determining which classes of agents are of interest to insurance companies, finding relevant use cases and requirements, and developing a prototype for an exemplary insurance scenario. Based on this approach, we derive key findings for conversational agent implementation in insurance companies.Comment: 12 pages, 6 figure, accepted for presentation at The International Conference on Agents and Artificial Intelligence 2019 (ICAART 2019

Introduction to the Special Issue: The AgentLink III Technical Forums

This article introduces the special issue of ACM Transactions on Autonomous and Adaptive Systems devoted to research papers arising from the three Technical Forum Group meetings held in 2004 and 2005 that were organized and sponsored by the European FP6 Coordination Action AgentLink III

The simplicity project: easing the burden of using complex and heterogeneous ICT devices and services

As of today, to exploit the variety of different "services", users need to configure each of their devices by using different procedures and need to explicitly select among heterogeneous access technologies and protocols. In addition to that, users are authenticated and charged by different means. The lack of implicit human computer interaction, context-awareness and standardisation places an enormous burden of complexity on the shoulders of the final users. The IST-Simplicity project aims at leveraging such problems by: i) automatically creating and customizing a user communication space; ii) adapting services to user terminal characteristics and to users preferences; iii) orchestrating network capabilities. The aim of this paper is to present the technical framework of the IST-Simplicity project. This paper is a thorough analysis and qualitative evaluation of the different technologies, standards and works presented in the literature related to the Simplicity system to be developed

OperA/ALIVE/OperettA

Comprehensive models for organizations must, on the one hand, be able to specify global goals and requirements but, on the other hand, cannot assume that particular actors will always act according to the needs and expectations of the system design. Concepts as organizational rules (Zambonelli 2002), norms and institutions (Dignum and Dignum 2001; Esteva et al. 2002), and social structures (Parunak and Odell 2002) arise from the idea that the effective engineering of organizations needs high-level, actor-independent concepts and abstractions that explicitly define the organization in which agents live (Zambonelli 2002).Peer ReviewedPostprint (author's final draft

"How May I Help You?": Modeling Twitter Customer Service Conversations Using Fine-Grained Dialogue Acts

Given the increasing popularity of customer service dialogue on Twitter, analysis of conversation data is essential to understand trends in customer and agent behavior for the purpose of automating customer service interactions. In this work, we develop a novel taxonomy of fine-grained "dialogue acts" frequently observed in customer service, showcasing acts that are more suited to the domain than the more generic existing taxonomies. Using a sequential SVM-HMM model, we model conversation flow, predicting the dialogue act of a given turn in real-time. We characterize differences between customer and agent behavior in Twitter customer service conversations, and investigate the effect of testing our system on different customer service industries. Finally, we use a data-driven approach to predict important conversation outcomes: customer satisfaction, customer frustration, and overall problem resolution. We show that the type and location of certain dialogue acts in a conversation have a significant effect on the probability of desirable and undesirable outcomes, and present actionable rules based on our findings. The patterns and rules we derive can be used as guidelines for outcome-driven automated customer service platforms.Comment: 13 pages, 6 figures, IUI 201

Living Innovation Laboratory Model Design and Implementation

Living Innovation Laboratory (LIL) is an open and recyclable way for multidisciplinary researchers to remote control resources and co-develop user centered projects. In the past few years, there were several papers about LIL published and trying to discuss and define the model and architecture of LIL. People all acknowledge about the three characteristics of LIL: user centered, co-creation, and context aware, which make it distinguished from test platform and other innovation approaches. Its existing model consists of five phases: initialization, preparation, formation, development, and evaluation. Goal Net is a goal-oriented methodology to formularize a progress. In this thesis, Goal Net is adopted to subtract a detailed and systemic methodology for LIL. LIL Goal Net Model breaks the five phases of LIL into more detailed steps. Big data, crowd sourcing, crowd funding and crowd testing take place in suitable steps to realize UUI, MCC and PCA throughout the innovation process in LIL 2.0. It would become a guideline for any company or organization to develop a project in the form of an LIL 2.0 project. To prove the feasibility of LIL Goal Net Model, it was applied to two real cases. One project is a Kinect game and the other one is an Internet product. They were both transformed to LIL 2.0 successfully, based on LIL goal net based methodology. The two projects were evaluated by phenomenography, which was a qualitative research method to study human experiences and their relations in hope of finding the better way to improve human experiences. Through phenomenographic study, the positive evaluation results showed that the new generation of LIL had more advantages in terms of effectiveness and efficiency.Comment: This is a book draf

ClaimChain: secure Blockchain platform for handling insurance claims processing

Insurance claims processing involves multi-domain entities and multi-source data, along with a number of human-agent interactions. Consequently, this processing is traditionally manually-intensive and time-consuming. Blockchain technologybased platforms for intelligent automation can significantly improve the scale and response time of claims processing. However, there is a need to secure such platforms against fraud (e.g., duplicate claims) and the loss of data integrity caused due to cyber-attacks (e.g., Sybil attack). This thesis proposes a novel "Claim- Chain", a consortium Blockchain platform that transforms the state-of-the-art NICB/ISO database architecture approach through increased shared intelligence and participation of insurance companies. ClaimChain features include: (a) automation of insurance claim processing via implementation of a Blockchain infrastructure, (b) infrastructure-level threat modeling via attack tree formalism for data integrity attacks, and (c) application-level fraud modeling for identified prominent red flags through machine learning models and risk scoring on the basis of risk severity. The scalability of ClaimChain is evaluated by simulating realistically large number of Blockchain transactions of claim processing. It is shown that data integrity attacks at the infrastructure-level can be mitigated (reduction of 24 percent probability in loss) through implementation of security design principles. Also, fraud-detection is performed over an open dataset in ClaimChain to show how machine learning models can detect fraudulent activity with 98 percent accuracy.Includes bibliographical references