Customisable chatbot as a research instrument

Abstract. Chatbots are proliferating rapidly online for a variety of different purposes. This thesis presents a customisable chatbot that was designed and developed as a research instrument for online customer interaction research. The developed chatbot facilitates creation of different bot personas, data management tools, and a fully functional online chat user interface. Customer-facing bots in the system are rulebased, with basic input processing and text response selection based on best match. The system uses its own database to store user-chatbot dialogue history. Further, bots can be assigned unique dialogue scripts and their profiles can be customised concerning name, description and profile image. In the presented validation studies, participants completed a task by taking part in a conversation with different bots, as hosted by the system and invoked through distinct URL parameters. Second, the participants filled in a questionnaire on their experience with the bot, designed to reveal differences in how the bots were perceived. Our results suggest that the chatbot’s personality impacted how customers experienced the interactions. Therefore, the developed system can facilitate research scenarios that deal with investigating participant responses to different chatbot personas. Future work is necessary for a wider range of applications and enhanced response control.Personoitava chatbot tutkimustyökaluna. Tiivistelmä. Chatbotit yleistyvät nopeasti Internetissä ja niitä käytetään enenevissä määrin useissa eri käyttötarkoituksissa. Tämä diplomityö esittelee personoitavan chatbotin, joka on kehitetty tutkimustyökaluksi verkon yli tapahtuvaan vuorovaikutustutkimukseen. Kehitetty chatbot sisältää erilaisten bottipersoonien luonnin, apuvälineitä datan käsittelyn, ja itse botin käyttöliittymän. Järjestelmän käyttäjille vastailevat bottipersoonat ovat sääntöihin perustuvia, niiden syötteet käsitellään suoraviivaisesti ja vastaukseksi valitaan vertailun mukaan paras ennaltamääritellyn skriptin mukaisesti. Järjestelmä käyttää omaa tietokantaa tallentamaan käyttäjä-botti keskusteluhistorian. Lisäksi boteille voidaan asettaa uniikki dialogimalli, ja niiden profiilista voidaan personoida URL-parametrillä nimi, botin kuvaus ja profiilikuva. Chatbotin tekninen toiminta todettiin tutkimuksella, jossa osallistujat suorittivat annetun tehtävän seuraamalla osittain valmista käsikirjoitusta eri bottien kanssa. Tämän jälkeen osallistujat täyttivät käyttäjäkyselyn liittyen heidän kokemukseensa botin kanssa. Kysely oli suunniteltu paljastamaan mahdolliset eroavaisuudet siinä, kuinka botin käyttäytyminen miellettiin keskustelun aikana. Käyttäjätestin tulokset viittaavat siihen, että chatbotin persoonalla oli vaikutus käyttäjien kokemukseen. Kehitetty järjestelmä siis pystyy mahdollistamaan tutkimusasetelmia, joissa tutkitaan osallistujien reaktioita erilaisten chattibottien persooniin. Jatkotyö kehitetyn chatbotin yhteydessä keskittyy monimutkaisempien käyttötarkoitusten lisäämiseen ja botin vastausten parantamiseen edistyksellisemmän luonnollisen kielen käsittelyn avulla

Design and Experimental Validation of a Software-Defined Radio Access Network Testbed with Slicing Support

Network slicing is a fundamental feature of 5G systems to partition a single network into a number of segregated logical networks, each optimized for a particular type of service, or dedicated to a particular customer or application. The realization of network slicing is particularly challenging in the Radio Access Network (RAN) part, where multiple slices can be multiplexed over the same radio channel and Radio Resource Management (RRM) functions shall be used to split the cell radio resources and achieve the expected behaviour per slice. In this context, this paper describes the key design and implementation aspects of a Software-Defined RAN (SD-RAN) experimental testbed with slicing support. The testbed has been designed consistently with the slicing capabilities and related management framework established by 3GPP in Release 15. The testbed is used to demonstrate the provisioning of RAN slices (e.g. preparation, commissioning and activation phases) and the operation of the implemented RRM functionality for slice-aware admission control and scheduling

Accessing Antecedents and Outcomes of RFID Implementation in Health Care

This research first conceptualizes, develops, and validates four constructs for studying RFID in health care, including Drivers (Internal and External), Implementation Level (Clinical Focus and Administrative Focus), Barriers (Cost Issues, Lack of Understanding, Technical Issues, and Privacy and Security Concerns), and Benefits (Patient Care, Productivity, Security and Safety, Asset Management, and Communication). Data for the study were collected from 88 health care organizations and the measurement scales were validated using structural equation modeling. Second, a framework is developed to discuss the causal relationships among the above mentioned constructs. It is found that Internal Drivers are positively related to Implementation Level, which in turn is positively related to Benefits and Performance. In addition, Barriers are found to be positively related to Implementation Level, which is in contrast to the originally proposed negative relationship. The research also compares perception differences regarding RFID implementation among the non-implementers, future implementers, and current implementers of RFID. It is found that both future implementers and current implementers consider RFID barriers to be lower and benefits to be higher compared to the non-implementers. This paper ends with our research implications, limitations and future research

Development of a framework for internet based education system

Development of a framework for Internet based education has demonstrated the use of Oracle tools for the use of delivery of education on the World Wide Web. This also has proved that for an efficient dynamic education scenario, the use of a database-based system with a proper retrieval system is required. We have designed the system on an Oracle backend system with Designer/2000. Developer/2000 helped us with the design and development of the system. Oracle Web Server 2.1 helped us with the retrieval of the web pages. The entire design of the system and the reasoning behind the system has been documented. Appendix A provides a glossary of currently used terminology in the field of Internet based systems. The Appendix B provides actual screen prints of the Designer/2000 phases of design, Developer/2000 graphical user interface screens and the actual code involved in the design and development of the system. The fact that the entire system is based on the Oracle Repository makes the system very dynamic in terms of the data and can be used to present the student with a course material rapidly

A framework for the dynamic management of Peer-to-Peer overlays

Peer-to-Peer (P2P) applications have been associated with inefficient operation, interference with other network services and large operational costs for network providers. This thesis presents a framework which can help ISPs address these issues by means of intelligent management of peer behaviour. The proposed approach involves limited control of P2P overlays without interfering with the fundamental characteristics of peer autonomy and decentralised operation. At the core of the management framework lays the Active Virtual Peer (AVP). Essentially intelligent peers operated by the network providers, the AVPs interact with the overlay from within, minimising redundant or inefficient traffic, enhancing overlay stability and facilitating the efficient and balanced use of available peer and network resources. They offer an “insider‟s” view of the overlay and permit the management of P2P functions in a compatible and non-intrusive manner. AVPs can support multiple P2P protocols and coordinate to perform functions collectively. To account for the multi-faceted nature of P2P applications and allow the incorporation of modern techniques and protocols as they appear, the framework is based on a modular architecture. Core modules for overlay control and transit traffic minimisation are presented. Towards the latter, a number of suitable P2P content caching strategies are proposed. Using a purpose-built P2P network simulator and small-scale experiments, it is demonstrated that the introduction of AVPs inside the network can significantly reduce inter-AS traffic, minimise costly multi-hop flows, increase overlay stability and load-balancing and offer improved peer transfer performance

Towards a cloud enabler : from an optical network resource provisioning system to a generalized architecture for dynamic infrastructure services provisioning

This work was developed during a period where most of the optical management and provisioning system where manual and proprietary. This work contributed to the evolution of the state of the art of optical networks with new architectures and advanced virtual infrastructure services. The evolution of optical networks, and internet globally, have been very promising during the last decade. The impact of mobile technology, grid, cloud computing, HDTV, augmented reality and big data, among many others, have driven the evolution of optical networks towards current service technologies, mostly based on SDN (Software Defined Networking) architectures and NFV(Network Functions Virtualisation). Moreover, the convergence of IP/Optical networks and IT services, and the evolution of the internet and optical infrastructures, have generated novel service orchestrators and open source frameworks. In fact, technology has evolved that fast that none could foresee how important Internet is for our current lives. Said in other words, technology was forced to evolve in a way that network architectures became much more transparent, dynamic and flexible to the end users (applications, user interfaces or simple APIs). This Thesis exposes the work done on defining new architectures for Service Oriented Networks and the contribution to the state of the art. The research work is divided into three topics. It describes the evolution from a Network Resource Provisioning System to an advanced Service Plane, and ends with a new architecture that virtualized the optical infrastructure in order to provide coordinated, on-demand and dynamic services between the application and the network infrastructure layer, becoming an enabler for the new generation of cloud network infrastructures. The work done on defining a Network Resource Provisioning System established the first bases for future work on network infrastructure virtualization. The UCLP (User Light Path Provisioning) technology was the first attempt for Customer Empowered Networks and Articulated Private Networks. It empowered the users and brought virtualization and partitioning functionalities into the optical data plane, with new interfaces for dynamic service provisioning. The work done within the development of a new Service Plane allowed the provisioning of on-demand connectivity services from the application, and in a multi-domain and multi-technology scenario based on a virtual network infrastructure composed of resources from different infrastructure providers. This Service Plane facilitated the deployment of applications consuming large amounts of data under deterministic conditions, so allowing the networks behave as a Grid-class resource. It became the first on-demand provisioning system that at lower levels allowed the creation of one virtual domain composed from resources of different providers. The last research topic presents an architecture that consolidated the work done in virtualisation while enhancing the capabilities to upper layers, so fully integrating the optical network infrastructure into the cloud environment, and so providing an architecture that enabled cloud services by integrating the request of optical network and IT infrastructure services together at the same level. It set up a new trend into the research community and evolved towards the technology we use today based on SDN and NFV. Summing up, the work presented is focused on the provisioning of virtual infrastructures from the architectural point of view of optical networks and IT infrastructures, together with the design and definition of novel service layers. It means, architectures that enabled the creation of virtual infrastructures composed of optical networks and IT resources, isolated and provisioned on-demand and in advance with infrastructure re-planning functionalities, and a new set of interfaces to open up those services to applications or third parties.Aquesta tesi es va desenvolupar durant un període on la majoria de sistemes de gestió de xarxa òptica eren manuals i basats en sistemes propietaris. En aquest sentit, la feina presentada va contribuir a l'evolució de l'estat de l'art de les xarxes òptiques tant a nivell d’arquitectures com de provisió d’infraestructures virtuals. L'evolució de les xarxes òptiques, i d'Internet a nivell mundial, han estat molt prometedores durant l'última dècada. L'impacte de la tecnologia mòbil, la computació al núvol, la televisió d'alta definició, la realitat augmentada i el big data, entre molts altres, han impulsat l'evolució cap a xarxes d’altes prestacions amb nous serveis basats en SDN (Software Defined Networking) i NFV (Funcions de xarxa La virtualització). D'altra banda, la convergència de xarxes òptiques i els serveis IT, junt amb l'evolució d'Internet i de les infraestructures òptiques, han generat nous orquestradors de serveis i frameworks basats en codi obert. La tecnologia ha evolucionat a una velocitat on ningú podria haver predit la importància que Internet està tenint en el nostre dia a dia. Dit en altres paraules, la tecnologia es va veure obligada a evolucionar d'una manera on les arquitectures de xarxa es fessin més transparent, dinàmiques i flexibles vers als usuaris finals (aplicacions, interfícies d'usuari o APIs simples). Aquesta Tesi presenta noves arquitectures de xarxa òptica orientades a serveis. El treball de recerca es divideix en tres temes. Es presenta un sistema de virtualització i aprovisionament de recursos de xarxa i la seva evolució a un pla de servei avançat, per acabar presentant el disseny d’una nova arquitectura capaç de virtualitzar la infraestructura òptica i IT i proporcionar serveis de forma coordinada, i sota demanda, entre l'aplicació i la capa d'infraestructura de xarxa òptica. Tot esdevenint un facilitador per a la nova generació d'infraestructures de xarxa en el núvol. El treball realitzat en la definició del sistema de virtualització de recursos va establir les primeres bases sobre la virtualització de la infraestructura de xarxa òptica en el marc de les “Customer Empowered Networks” i “Articulated Private Networks”. Amb l’objectiu de virtualitzar el pla de dades òptic, i oferir noves interfícies per a la provisió de serveis dinàmics de xarxa. En quant al pla de serveis presentat, aquest va facilitat la provisió de serveis de connectivitat sota demanda per part de l'aplicació, tant en entorns multi-domini, com en entorns amb múltiples tecnologies. Aquest pla de servei, anomenat Harmony, va facilitar el desplegament de noves aplicacions que consumien grans quantitats de dades en condicions deterministes. En aquest sentit, va permetre que les xarxes es comportessin com un recurs Grid, i per tant, va esdevenir el primer sistema d'aprovisionament sota demanda que permetia la creació de dominis virtuals de xarxa composts a partir de recursos de diferents proveïdors. Finalment, es presenta l’evolució d’un pla de servei cap una arquitectura global que consolida el treball realitzat a nivell de convergència d’infraestructures (òptica + IT) i millora les capacitats de les capes superiors. Aquesta arquitectura va facilitar la plena integració de la infraestructura de xarxa òptica a l'entorn del núvol. En aquest sentit, aquest resultats van evolucionar cap a les tendències actuals de SDN i NFV. En resum, el treball presentat es centra en la provisió d'infraestructures virtuals des del punt de vista d’arquitectures de xarxa òptiques i les infraestructures IT, juntament amb el disseny i definició de nous serveis de xarxa avançats, tal i com ho va ser el servei de re-planificació dinàmicaPostprint (published version

Sentiment Analysis on Product-Service Systems

The main goal of this dissertation is to develop a tool to help each company reduce the amount of failed product-service systems that were avoidable due previous experience. By using tools and ideas already available and build them in a way they can interact with each other, this tool aims to give designers a better as faster way to view data. This was identified as a possible improvement since for the past 20 years the economy evolved into a consumer driven market, this led to the development of an extremely competitive economy. Companies need to strive for innovation and quality of products and services, faster than never. Products and services also need to match the expectations and needs of customers. Analyzing where product and service systems are lacking in terms of customer requirements is crucial. Currently it might take some time for information to travel from customer to producer, since the connection may include stores and local representatives before reaching the products’ and services’ designers. Although this information is readily available in social networks, the issue resides in efficiently merging and showing it in a simple and meaningful way to the designer of new products and systems. By shortening the time spent for information travel between costumer and producer, might lead to better and more innovative products

An Integrated Methodology for Creating Composed Web/Grid Services

This thesis presents an approach to design, specify, validate, verify, implement, and evaluate composed web/grid services. Web and grid services can be composed to create new services with complex behaviours. The BPEL (Business Process Execution Language) standard was created to enable the orchestration of web services, but there have also been investigation of its use for grid services. BPEL specifies the implementation of service composition but has no formal semantics; implementations are in practice checked by testing. Formal methods are used in general to define an abstract model of system behaviour that allows simulation and reasoning about properties. The approach can detect and reduce potentially costly errors at design time. CRESS (Communication Representation Employing Systematic Specification) is a domainindependent, graphical, abstract notation, and integrated toolset for developing composite web service. The original version of CRESS had automated support for formal specification in LOTOS (Language Of Temporal Ordering Specification), executing formal validation with MUSTARD (Multiple-Use Scenario Testing and Refusal Description), and implementing in BPEL4WS as the early version of BPEL standard. This thesis work has extended CRESS and its integrated tools to design, specify, validate, verify, implement, and evaluate composed web/grid services. The work has extended the CRESS notation to support a wider range of service compositions, and has applied it to grid services as a new domain. The thesis presents two new tools, CLOVE (CRESS Language-Oriented Verification Environment) and MINT (MUSTARD Interpreter), to respectively support formal verification and implementation testing. New work has also extended CRESS to automate implementation of composed services using the more recent BPEL standard WS-BPEL 2.0