Dynamic Interactive Voice Response System Using Ontology and Java Expert System Shell

AbstractInteractive Voice Response (IVR) System is a technology that permits automated technologies to interact by way of customers via voice or Dual Tone Multi Frequency (DTMF) signalling keypad. An IVR system (IVRS) receives a combination of speech telephone input and keypad choice and affords suitable responses in the custom of voice. This paper is about the Dynamic IVRS for service oriented applications. In this system the request and response are handled as a services. The services can co-operate with each further to convey sophisticated added-value services. Ontologies are designed to maintain the insufficient information, hidden facts, knowledge sharing and also to handle the complete service functionalities. An ontology is a depiction (like a proper specification of a program) of the concepts and relationships that can exist for a customer. This system uses Java Expert System Shell for dynamic menu generation. JESS is a rule-engine and scripting environment which has the capability to context analysing by its intelligence. The objective of this paper is to reduce the execution delay which is measured in terms of the call length. This research optimizes the search space using Finite State Machine (FSM). It leads to better utilization and virtualization of IVR system

Development of iSpeak: A voice activated Relationship Management System

A constant source of frustration for subscribers of mobile telephony in Nigeria is the quality of customer care service. The ubiquitous IVR systems deployed by service providers often ends in long and winding texting of digits that terminate in calls to agents with poor CRM attitudes. Automation of most of the functions of the human agent goes a long way in mitigating this problem. This paper describes iSpeak – a system designed to reduce the human–to–human (H2H) interaction in the complaint-lodging and solution provision process to a minimal level where it is not possible to eradicate it totally by a replacement with human–to–system (H2S) interactivity. iSpeak has an inherent capacity for improving the efficiency and drastically cutting CRM cost of corporate organizations. This comes with the attendant advantage of improved business-customer relationship. Keywords – Automatic Speech Recognition, Customer Care Service, Speech-control, Customer Voice Model, Voice Print, Voice Recognition

Application of artificial neural network in market segmentation: A review on recent trends

Despite the significance of Artificial Neural Network (ANN) algorithm to market segmentation, there is a need of a comprehensive literature review and a classification system for it towards identification of future trend of market segmentation research. The present work is the first identifiable academic literature review of the application of neural network based techniques to segmentation. Our study has provided an academic database of literature between the periods of 2000-2010 and proposed a classification scheme for the articles. One thousands (1000) articles have been identified, and around 100 relevant selected articles have been subsequently reviewed and classified based on the major focus of each paper. Findings of this study indicated that the research area of ANN based applications are receiving most research attention and self organizing map based applications are second in position to be used in segmentation. The commonly used models for market segmentation are data mining, intelligent system etc. Our analysis furnishes a roadmap to guide future research and aid knowledge accretion and establishment pertaining to the application of ANN based techniques in market segmentation. Thus the present work will significantly contribute to both the industry and academic research in business and marketing as a sustainable valuable knowledge source of market segmentation with the future trend of ANN application in segmentation.Comment: 24 pages, 7 figures,3 Table

Expert systems and the emergence of teledesign

This paper considers the extent to which the amateur use of expert systems for home design challenges traditional views of the design process. The issues are examined in the context of competing definitions of design. The emergence of a design process characterised as ‘teledesign’ is then considered, wherein retailers provide a CAD/CAM service to consumers, allowing the latter to use expert systems to modify template designs and get products fabricated to their own specifications. Such a system may be seen to empower consumers as designers, rather than just selectors of products, and would differ considerably from established paradigms of design, manufacture and consumption, such as that given by Baudrillard

Towards the Development of a Simulator for Investigating the Impact of People Management Practices on Retail Performance

Often models for understanding the impact of management practices on retail performance are developed under the assumption of stability, equilibrium and linearity, whereas retail operations are considered in reality to be dynamic, non-linear and complex. Alternatively, discrete event and agent-based modelling are approaches that allow the development of simulation models of heterogeneous non-equilibrium systems for testing out different scenarios. When developing simulation models one has to abstract and simplify from the real world, which means that one has to try and capture the 'essence' of the system required for developing a representation of the mechanisms that drive the progression in the real system. Simulation models can be developed at different levels of abstraction. To know the appropriate level of abstraction for a specific application is often more of an art than a science. We have developed a retail branch simulation model to investigate which level of model accuracy is required for such a model to obtain meaningful results for practitioners.Comment: 24 pages, 7 figures, 6 tables, Journal of Simulation 201