11,559 research outputs found
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
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