Intelligent multimedia communication for enhanced medical e-collaboration in back pain treatment

This is the post-print version of the Article. The official published version can be accessed from the link below - Copyright @ 2004 SAGE PublicationsRemote, multimedia-based, collaboration in back pain treatment is an option which only recently has come to the attention of clinicians and IT providers. The take-up of such applications will inevitably depend on their ability to produce an acceptable level of service over congested and unreliable public networks. However, although the problem of multimedia application-level performance is closely linked to both the user perspective of the experience as well as to the service provided by the underlying network, it is rarely studied from an integrated viewpoint. To alleviate this problem, we propose an intelligent mechanism that integrates user-related requirements with the more technical characterization of quality of service, obtaining a priority order of low-level quality of service parameters, which would ensure that user-centred quality of perception is maintained at an optimum level. We show how our framework is capable of suggesting appropriately tailored transmission protocols, by incorporating user requirements in the remote delivery of e-health solutions

"How May I Help You?": Modeling Twitter Customer Service Conversations Using Fine-Grained Dialogue Acts

Given the increasing popularity of customer service dialogue on Twitter, analysis of conversation data is essential to understand trends in customer and agent behavior for the purpose of automating customer service interactions. In this work, we develop a novel taxonomy of fine-grained "dialogue acts" frequently observed in customer service, showcasing acts that are more suited to the domain than the more generic existing taxonomies. Using a sequential SVM-HMM model, we model conversation flow, predicting the dialogue act of a given turn in real-time. We characterize differences between customer and agent behavior in Twitter customer service conversations, and investigate the effect of testing our system on different customer service industries. Finally, we use a data-driven approach to predict important conversation outcomes: customer satisfaction, customer frustration, and overall problem resolution. We show that the type and location of certain dialogue acts in a conversation have a significant effect on the probability of desirable and undesirable outcomes, and present actionable rules based on our findings. The patterns and rules we derive can be used as guidelines for outcome-driven automated customer service platforms.Comment: 13 pages, 6 figures, IUI 201

Applications of Soft Computing in Mobile and Wireless Communications

Soft computing is a synergistic combination of artificial intelligence methodologies to model and solve real world problems that are either impossible or too difficult to model mathematically. Furthermore, the use of conventional modeling techniques demands rigor, precision and certainty, which carry computational cost. On the other hand, soft computing utilizes computation, reasoning and inference to reduce computational cost by exploiting tolerance for imprecision, uncertainty, partial truth and approximation. In addition to computational cost savings, soft computing is an excellent platform for autonomic computing, owing to its roots in artificial intelligence. Wireless communication networks are associated with much uncertainty and imprecision due to a number of stochastic processes such as escalating number of access points, constantly changing propagation channels, sudden variations in network load and random mobility of users. This reality has fuelled numerous applications of soft computing techniques in mobile and wireless communications. This paper reviews various applications of the core soft computing methodologies in mobile and wireless communications

Multi-agent quality of experience control

In the framework of the Future Internet, the aim of the Quality of Experience (QoE) Control functionalities is to track the personalized desired QoE level of the applications. The paper proposes to perform such a task by dynamically selecting the most appropriate Classes of Service (among the ones supported by the network), this selection being driven by a novel heuristic Multi-Agent Reinforcement Learning (MARL) algorithm. The paper shows that such an approach offers the opportunity to cope with some practical implementation problems: in particular, it allows to face the so-called “curse of dimensionality” of MARL algorithms, thus achieving satisfactory performance results even in the presence of several hundreds of Agents

Integration of decision support systems to improve decision support performance

Decision support system (DSS) is a well-established research and development area. Traditional isolated, stand-alone DSS has been recently facing new challenges. In order to improve the performance of DSS to meet the challenges, research has been actively carried out to develop integrated decision support systems (IDSS). This paper reviews the current research efforts with regard to the development of IDSS. The focus of the paper is on the integration aspect for IDSS through multiple perspectives, and the technologies that support this integration. More than 100 papers and software systems are discussed. Current research efforts and the development status of IDSS are explained, compared and classified. In addition, future trends and challenges in integration are outlined. The paper concludes that by addressing integration, better support will be provided to decision makers, with the expectation of both better decisions and improved decision making processes