47,048 research outputs found
Recommended from our members
Delivering knowledge in the field: A telecommunications service provision and maintenance case
This paper proposes a novel approach to providing knowledge management services in a business
process wherein field engineers are the main process actors, providing and maintaining
telecommunications services. Cooperating multi-agents play a central role for the provision of
knowledge management services by integrating heterogeneous systems to collect related knowledge
for the execution of mobile tasks. The proposed system is expected to increase both the performance of
the mobile workforce and customer satisfaction by supporting and encouraging knowledge sharing
Customer-engineer relationship management for converged ICT service companies
Thanks to the advent of converged communications services (often referred to as âtriple playâ), the next generation Service Engineer will need radically different skills, processes and tools from todayâs counterpart. Why? in order to meet the challenges of installing and maintaining services based on multi-vendor software and hardware components in an IP-based network environment. The converged services environment is likely to be âsmartâ and support flexible and dynamic interoperability between appliances and computing devices. These radical changes in the working environment will inevitably force managers to rethink the role of Service Engineers in relation to customer relationship management. This paper aims to identify requirements for an information system to support converged communications service engineers with regard to customer-engineer relationship management. Furthermore, an architecture for such a system is proposed and how it meets these requirements is discussed
An Approach to Agent-Based Service Composition and Its Application to Mobile
This paper describes an architecture model for multiagent systems that was developed in the European project LEAP (Lightweight Extensible Agent Platform). Its main feature is a set of generic services that are implemented independently of the agents and can be installed into the agents by the application developer in a flexible way. Moreover, two applications using this architecture model are described that were also developed within the LEAP project. The application domain is the support of mobile, virtual teams for the German automobile club ADAC and for British Telecommunications
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
- âŚ