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

Web application user interface technologies

The World Wide Web has expanded from a huge information storage repository into a worldwide application platform. Web applications have several benefits compared to desktop applications. An application can be used anywhere from any system and device, which means that only one version is needed, they do not need to be installed and developers can modify running applications. Despite all the benefits of the Web, web applications are suffering because they are developed using the same technologies as the static documents on the Web. Some of these web technologies are outdated and were not originally designed for the complex use cases of the modern applications to which they are now applied. For instance, HTML forms comprise the main interaction of an application, despite not having been designed to describe complex and interactive UIs. Another example is HTTP communication on the Web, which always requires client initiative and is too restrictive for dynamic web applications. Additionally, new usage contexts have brought with them new requirements for web applications, which are no longer used only via Graphical User Interfaces. Recently, several parties have developed specialized technologies for web application development. These solutions are not only minor additions to the existing technologies, but also new technologies. The goal of this thesis is to analyze the advanced web technologies and propose improvements to the technologies and architecture where applicable. The technologies are evaluated against a large set of requirements. The aim of the evaluation is two-fold. The first part is to select a technology on which to base the further improvements, and the second is to identify the deficiencies of the current solutions. The improvements focus on the developers' point-of-view. Based on the evaluation, this thesis proposes certain improvements related to multimodal interaction, server push, and remote UI updates. It also discusses software that supports the improvements and XML-based web technologies. Finally, the improvements are evaluated against the requirements and compared to other solutions

Interim research assessment 2003-2005 - Computer Science

This report primarily serves as a source of information for the 2007 Interim Research Assessment Committee for Computer Science at the three technical universities in the Netherlands. The report also provides information for others interested in our research activities

Multimodal Content Delivery for Geo-services

This thesis describes a body of work carried out over several research projects in the area of multimodal interaction for location-based services. Research in this area has progressed from using simulated mobile environments to demonstrate the visual modality, to the ubiquitous delivery of rich media using multimodal interfaces (geo- services). To effectively deliver these services, research focused on innovative solutions to real-world problems in a number of disciplines including geo-location, mobile spatial interaction, location-based services, rich media interfaces and auditory user interfaces. My original contributions to knowledge are made in the areas of multimodal interaction underpinned by advances in geo-location technology and supported by the proliferation of mobile device technology into modern life. Accurate positioning is a known problem for location-based services, contributions in the area of mobile positioning demonstrate a hybrid positioning technology for mobile devices that uses terrestrial beacons to trilaterate position. Information overload is an active concern for location-based applications that struggle to manage large amounts of data, contributions in the area of egocentric visibility that filter data based on field-of-view demonstrate novel forms of multimodal input. One of the more pertinent characteristics of these applications is the delivery or output modality employed (auditory, visual or tactile). Further contributions in the area of multimodal content delivery are made, where multiple modalities are used to deliver information using graphical user interfaces, tactile interfaces and more notably auditory user interfaces. It is demonstrated how a combination of these interfaces can be used to synergistically deliver context sensitive rich media to users - in a responsive way - based on usage scenarios that consider the affordance of the device, the geographical position and bearing of the device and also the location of the device

A software based mentor system

This thesis describes the architecture, implementation issues and evaluation of Mentor - an educational support system designed to mentor students in their university studies. Students can ask (by typing) natural language questions and Mentor will use several educational paradigms to present information from its Knowledge Base or from data-mined online Web sites to respond. Typically the questions focus on the student’s assignments or in their preparation for their examinations. Mentor is also pro-active in that it prompts the student with questions such as "Have you started your assignment yet?". If the student responds and enters into a dialogue with Mentor, then, based upon the student’s questions and answers, it guides them through a Directed Learning Path planned by the lecturer, specific to that assessment. The objectives of the research were to determine if such a system could be designed, developed and applied in a large-scale, real-world environment and to determine if the resulting system was beneficial to students using it. The study was significant in that it provided an analysis of the design and implementation of the system as well as a detailed evaluation of its use. This research integrated the Computer Science disciplines of network communication, natural language parsing, user interface design and software agents, together with pedagogies from the Computer Aided Instruction and Intelligent Tutoring System fields of Education. Collectively, these disciplines provide the foundation for the two main thesis research areas of Dialogue Management and Tutorial Dialogue Systems. The development and analysis of the Mentor System required the design and implementation of an easy to use text based interface as well as a hyper- and multi-media graphical user interface, a client-server system, and a dialogue management system based on an extensible kernel. The multi-user Java-based client-server system used Perl-5 Regular Expression pattern matching for Natural Language Parsing along with a state-based Dialogue Manager and a Knowledge Base marked up using the XML-based Virtual Human Markup Language. The kernel was also used in other Dialogue Management applications such as with computer generated Talking Heads. The system also enabled a user to easily program their own knowledge into the Knowledge Base as well as to program new information retrieval or management tasks so that the system could grow with the user. The overall framework to integrate and manage the above components into a usable system employed suitable educational pedagogies that helped in the student’s learning process. The thesis outlines the learning paradigms used in, and summarises the evaluation of, three course-based Case Studies of university students’ perception of the system to see how effective and useful it was, and whether students benefited from using it. This thesis will demonstrate that Mentor met its objectives and was very successful in helping students with their university studies. As one participant indicated: ‘I couldn’t have done without it.

A knowledge-oriented, context-sensitive architectural framework for service deployment in marginalized rural communities

The notion of a global knowledge society is somewhat of a misnomer due to the fact that large portions of the global community are not participants in this global knowledge society which is driven, shaped by and socio-technically biased towards a small fraction of the global population. Information and Communication Technology (ICT) is culture-sensitive and this is a dynamic that is largely ignored in the majority of ICT for Development (ICT4D) interventions, leading to the technological determinism flaw and ultimately a failure of the undertaken projects. The deployment of ICT solutions, in particular in the context of ICT4D, must be informed by the cultural and socio-technical profile of the deployment environments and solutions themselves must be developed with a focus towards context-sensitivity and ethnocentricity. In this thesis, we investigate the viability of a software architectural framework for the development of ICT solutions that are context-sensitive and ethnocentric1, and so aligned with the cultural and social dynamics within the environment of deployment. The conceptual framework, named PIASK, defines five tiers (presentation, interaction, access, social networking, and knowledge base) which allow for: behavioural completeness of the layer components; a modular and functionally decoupled architecture; and the flexibility to situate and contextualize the developed applications along the dimensions of the User Interface (UI), interaction modalities, usage metaphors, underlying Indigenous Knowledge (IK), and access protocols. We have developed a proof-of-concept service platform, called KnowNet, based on the PIASK architecture. KnowNet is built around the knowledge base layer, which consists of domain ontologies that encapsulate the knowledge in the platform, with an intrinsic flexibility to access secondary knowledge repositories. The domain ontologies constructed (as examples) are for the provisioning of eServices to support societal activities (e.g. commerce, health, agriculture, medicine) within a rural and marginalized area of Dwesa, in the Eastern Cape province of South Africa. The social networking layer allows for situating the platform within the local social systems. Heterogeneity of user profiles and multiplicity of end-user devices are handled through the access and the presentation components, and the service logic is implemented by the interaction components. This services platform validates the PIASK architecture for end-to-end provisioning of multi-modal, heterogeneous, ontology-based services. The development of KnowNet was informed on one hand by the latest trends within service architectures, semantic web technologies and social applications, and on the other hand by the context consideration based on the profile (IK systems dynamics, infrastructure, usability requirements) of the Dwesa community. The realization of the service platform is based on the JADE Multi-Agent System (MAS), and this shows the applicability and adequacy of MAS’s for service deployment in a rural context, at the same time providing key advantages such as platform fault-tolerance, robustness and flexibility. While the context of conceptualization of PIASK and the implementation of KnowNet is that of rurality and of ICT4D, the applicability of the architecture extends to other similarly heterogeneous and context-sensitive domains. KnowNet has been validated for functional and technical adequacy, and we have also undertaken an initial prevalidation for social context sensitivity. We observe that the five tier PIASK architecture provides an adequate framework for developing context-sensitive and ethnocentric software: by functionally separating and making explicit the social networking and access tier components, while still maintaining the traditional separation of presentation, business logic and data components