Using Semantic-Based User Profile Modeling for Context-Aware Personalised Place Recommendations

Place Recommendation Systems (PRS's) are used to recommend places to visit to World Wide Web users. Existing PRS's are still limited by several problems, some of which are the problem of recommending similar set of places to different users (Lack of Personalization) and no diversity in the set of recommended items (Content Overspecialization). One of the main objectives in the PRS's or Contextual suggestion systems is to fill the semantic gap among the queries and suggestions and going beyond keywords matching. To address these issues, in this study we attempt to build a personalized context-aware place recommender system using semantic-based user profile modeling to address the limitations of current user profile building techniques and to improve the retrieval performance of personalized place recommender system. This approach consists of building a place ontology based on the Open Directory Project (ODP), a hierarchical ontology scheme for organizing websites. We model a semantic user profile from the place concepts extracted from place ontology and weighted according to their semantic relatedness to user interests. The semantic user profile is then exploited to devise a personalized recommendation by re-ranking process of initial search results for improving retrieval performance. We evaluate this approach on dataset obtained using Google Paces API. Results show that our proposed approach significantly improves the retrieval performance compare to classic keyword-based place recommendation model

A system based on hierarchical fuzzy clustering for web users profiling

In this paper, we present a system based on an Unsupervised Fuzzy Divisive Hierarchical Clustering (UFDHC) algorithm to determine a hierarchy of profiles of web site typical users from the web access log. These profiles can be extremely useful, for instance, to customize the web site, or to send personalized advertisements. After eliminating categories that have not been accessed by a significant percentage of users and removing the occasional users, the access log data are input to the UFDHC algorithm which clusters the users of the web site into a hierarchy of groups characterized by a set of common interests and represented by a prototype, which defines the profile of the group typical member. To show the effectiveness of our system, we describe how the profiles determined by the UFDHC algorithm from access log data collected along a period of 15 days allow classifying approximately 95% of the users defined by access log data collected during subsequent 60 days

The development of an intelligent decision support framework in the contact centre environment

In a time of fast growing technology and communication systems, it is very important for the industry and the corporations to develop new contact centre environment technologies for better customer contact requirements. The integration of contact centre (CC) into day-to-day organisational operations represents one of the most promising trends in the 21 st century economy. Whatever the nature or point of contact, customers want a seamless interaction throughout their experience with the company. Customers receive more personalised experience, while the company itself can now provide a consistent message across all customer interactions. Based on the literature studies and the research carried out within the contact centre industry through the case studies, the author identified the customer and advisor behavioural attributes along with demographic, experience and others that later are used to derive the categories. Clustering technique identified the categories for customers and advisors. From the initial set of categories, fuzzy expert system framework was derived which assigned a customer or advisor with the pre-defined set of categories. The thesis has proposed two novel frameworks for categorisation of customer and advisor within contact centres and development of intelligent decision support framework that displays the right amount of information to the advisor at the right time. Furthermore, the frameworks were validated with qualitative expert judgement from the experts at the contact centres and through a simulation approach. The research has developed a novel Soft Computing based fuzzy logic categorisation framework that categorises customer and advisor on the basis of their demographic, experience and behavioural attributes. The study also identifies the behavioural aspects of customer and advisor within CC environment and on the basis of categorisation framework, assigns each customer and advisor to that of a pre-defined category. The research has also proposed an intelligent decision support framework to identify and display the minimum amount of information required by an advisor to serve the customer in CC environment. The performance of the proposed frameworks is analysed through four case studies. In this way this research proposes a fully tested and validated set of categorisation and information requirement frameworks for dealing with customer and advisor and its challenges. The research also identifies future research directions in the relevant areas.EThOS - Electronic Theses Online ServiceGBUnited Kingdo