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

Markup meets middleware

We describe a distributed system architecture that supports the integration of different front-office trading systems with middle and back-office systems, each of which have been procured from different vendors. The architecture uses a judicious combination of object-oriented middleware and markup languages. In this combination an object request broker implements reliable trade data transport. Markup languages, particularly XML, are used to address data integration problems. We show that the strengths of middleware and markup languages are complementary and discuss the benefits of deploying middleware and markup languages in a synergistic manner

Transitioning Applications to Semantic Web Services: An Automated Formal Approach

Semantic Web Services have been recognized as a promising technology that exhibits huge commercial potential, and attract significant attention from both industry and the research community. Despite expectations being high, the industrial take-up of Semantic Web Service technologies has been slower than expected. One of the main reasons is that many systems have been developed without considering the potential of the web in integrating services and sharing resources. Without a systematic methodology and proper tool support, the migration from legacy systems to Semantic Web Service-based systems can be a very tedious and expensive process, which carries a definite risk of failure. There is an urgent need to provide strategies which allow the migration of legacy systems to Semantic Web Services platforms, and also tools to support such a strategy. In this paper we propose a methodology for transitioning these applications to Semantic Web Services by taking the advantage of rigorous mathematical methods. Our methodology allows users to migrate their applications to Semantic Web Services platform automatically or semi-automatically

THE ROLE OF XML IN THE MODELING PROCESS OF A VIRTUAL BUSINESS

The aim of this paper is to describe the XML stack of languages used in the implementation process of a web application. This application is based on a three tier architecture named XRX. In this type of architecture there is no need for data model transformations between the tiers of the architecture like in the classical architecture. So the applications developed according XRX architecture become more flexible, efficient and simple.XML, XPath, XQuery, XSLT, XForms, XRX, UBL