A Multi-channel Application Framework for Customer Care Service Using Best-First Search Technique

It has become imperative to find a solution to the dissatisfaction in response by mobile service providers when interacting with their customer care centres. Problems faced with Human to Human Interaction (H2H) between customer care centres and their customers include delayed response time, inconsistent solutions to questions or enquires and lack of dedicated access channels for interaction with customer care centres in some cases. This paper presents a framework and development techniques for a multi-channel application providing Human to System (H2S) interaction for customer care centre of a mobile telecommunication provider. The proposed solution is called Interactive Customer Service Agent (ICSA). Based on single-authoring, it will provide three media of interaction with the customer care centre of a mobile telecommunication operator: voice, phone and web browsing. A mathematical search technique called Best-First Search to generate accurate results in a search environmen

Three Steps to Heaven: Semantic Publishing in a Real World Workflow

Semantic publishing offers the promise of computable papers, enriched visualisation and a realisation of the linked data ideal. In reality, however, the publication process contrives to prevent richer semantics while culminating in a `lumpen' PDF. In this paper, we discuss a web-first approach to publication, and describe a three-tiered approach which integrates with the existing authoring tooling. Critically, although it adds limited semantics, it does provide value to all the participants in the process: the author, the reader and the machine.Comment: Published as part of SePublica 201

Where are your Manners? Sharing Best Community Practices in the Web 2.0

The Web 2.0 fosters the creation of communities by offering users a wide array of social software tools. While the success of these tools is based on their ability to support different interaction patterns among users by imposing as few limitations as possible, the communities they support are not free of rules (just think about the posting rules in a community forum or the editing rules in a thematic wiki). In this paper we propose a framework for the sharing of best community practices in the form of a (potentially rule-based) annotation layer that can be integrated with existing Web 2.0 community tools (with specific focus on wikis). This solution is characterized by minimal intrusiveness and plays nicely within the open spirit of the Web 2.0 by providing users with behavioral hints rather than by enforcing the strict adherence to a set of rules.Comment: ACM symposium on Applied Computing, Honolulu : \'Etats-Unis d'Am\'erique (2009

Requirements for an Adaptive Multimedia Presentation System with Contextual Supplemental Support Media

Investigations into the requirements for a practical adaptive multimedia presentation system have led the writers to propose the use of a video segmentation process that provides contextual supplementary updates produced by users. Supplements consisting of tailored segments are dynamically inserted into previously stored material in response to questions from users. A proposal for the use of this technique is presented in the context of personalisation within a Virtual Learning Environment. During the investigation, a brief survey of advanced adaptive approaches revealed that adaptation may be enhanced by use of manually generated metadata, automated or semi-automated use of metadata by stored context dependent ontology hierarchies that describe the semantics of the learning domain. The use of neural networks or fuzzy logic filtering is a technique for future investigation. A prototype demonstrator is under construction

Goal Directed Conflict Resolution and Policy Refinement

Peer reviewedPostprin

Modeling social information skills

In a modern economy, the most important resource consists in\ud human talent: competent, knowledgeable people. Locating the right person for\ud the task is often a prerequisite to complex problem-solving, and experienced\ud professionals possess the social skills required to find appropriate human\ud expertise. These skills can be reproduced more and more with specific\ud computer software, an approach defining the new field of social information\ud retrieval. We will analyze the social skills involved and show how to model\ud them on computer. Current methods will be described, notably information\ud retrieval techniques and social network theory. A generic architecture and its\ud functions will be outlined and compared with recent work. We will try in this\ud way to estimate the perspectives of this recent domain

An MPEG-7 scheme for semantic content modelling and filtering of digital video

Abstract Part 5 of the MPEG-7 standard specifies Multimedia Description Schemes (MDS); that is, the format multimedia content models should conform to in order to ensure interoperability across multiple platforms and applications. However, the standard does not specify how the content or the associated model may be filtered. This paper proposes an MPEG-7 scheme which can be deployed for digital video content modelling and filtering. The proposed scheme, COSMOS-7, produces rich and multi-faceted semantic content models and supports a content-based filtering approach that only analyses content relating directly to the preferred content requirements of the user. We present details of the scheme, front-end systems used for content modelling and filtering and experiences with a number of users

Content Accessibility of Web documents. Principles and Recommendations

The paper is an overview of issues related to the accessibility of Web sites, of European initiatives and recommendations in the field, of future solutions, such as developing Web 2.0 accessible applications with WAI-ARIA. As part of the Pro-Inclusiv project was included a set of accessibility recommendations to design web sites, recommendations presented in the paper.Web accessibility, users with disabilities, standards and recommendations