1,256 research outputs found
Data Mining in Electronic Commerce
Modern business is rushing toward e-commerce. If the transition is done
properly, it enables better management, new services, lower transaction costs
and better customer relations. Success depends on skilled information
technologists, among whom are statisticians. This paper focuses on some of the
contributions that statisticians are making to help change the business world,
especially through the development and application of data mining methods. This
is a very large area, and the topics we cover are chosen to avoid overlap with
other papers in this special issue, as well as to respect the limitations of
our expertise. Inevitably, electronic commerce has raised and is raising fresh
research problems in a very wide range of statistical areas, and we try to
emphasize those challenges.Comment: Published at http://dx.doi.org/10.1214/088342306000000204 in the
Statistical Science (http://www.imstat.org/sts/) by the Institute of
Mathematical Statistics (http://www.imstat.org
Information Outlook, September 1997
Volume 1, Issue 9https://scholarworks.sjsu.edu/sla_io_1997/1008/thumbnail.jp
An intelligent user interface model for contact centre operations
Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain
Network Resources for Astronomers
The amount of data produced by large observational facilities and space
missions has led to the archiving and on-line accessibility of much of this
data, available to the entire astronomical community. This allows a much wider
multi-frequency approach to astronomical research than previously possible.
Here we provide an overview of these services, and give a basic description of
their contents and possibilities for accessing them. Apart from services
providing observational data, many of those providing general information, e.g.
on addresses, bibliographies, software etc. are also described. The field is
rapidly growing with improved network technology, and our attempt to keep the
report as complete and up-to-date as possible will inevitably be outdated
shortly. We will endeavor to maintain an updated version of this document
on-line.Comment: 53 pages; uuencoded compressed PostScript; includes one table, no
figures; Lyon-41 (Aug'94) and ESO-1033 (Sept'94), to appear in PASP, November
1994 issu
An intelligent user interface model for contact centre operations
Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain
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