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

Securing personal distributed environments

The Personal Distributed Environment (PDE) is a new concept being developed by Mobile VCE allowing future mobile users flexible access to their information and services. Unlike traditional mobile communications, the PDE user no longer needs to establish his or her personal communication link solely through one subscribing network but rather a diversity of disparate devices and access technologies whenever and wherever he or she requires. Depending on the services’ availability and coverage in the location, the PDE communication configuration could be, for instance, via a mobile radio system and a wireless ad hoc network or a digital broadcast system and a fixed telephone network. This new form of communication configuration inherently imposes newer and higher security challenges relating to identity and authorising issues especially when the number of involved entities, accessible network nodes and service providers, builds up. These also include the issue of how the subscribed service and the user’s personal information can be securely and seamlessly handed over via multiple networks, all of which can be changing dynamically. Without such security, users and operators will not be prepared to trust their information to other networks