28,849 research outputs found
Customer-engineer relationship management for converged ICT service companies
Thanks to the advent of converged communications services (often referred to as ātriple playā), the next generation Service Engineer will need radically different skills, processes and tools from todayās counterpart. Why? in order to meet the challenges of installing and maintaining services based on multi-vendor software and hardware components in an IP-based network environment. The converged services environment is likely to be āsmartā and support flexible and dynamic interoperability between appliances and computing devices. These radical changes in the working environment will inevitably force managers to rethink the role of Service Engineers in relation to customer relationship management. This paper aims to identify requirements for an information system to support converged communications service engineers with regard to customer-engineer relationship management. Furthermore, an architecture for such a system is proposed and how it meets these requirements is discussed
Motivations, Classification and Model Trial of Conversational Agents for Insurance Companies
Advances in artificial intelligence have renewed interest in conversational
agents. So-called chatbots have reached maturity for industrial applications.
German insurance companies are interested in improving their customer service
and digitizing their business processes. In this work we investigate the
potential use of conversational agents in insurance companies by determining
which classes of agents are of interest to insurance companies, finding
relevant use cases and requirements, and developing a prototype for an
exemplary insurance scenario. Based on this approach, we derive key findings
for conversational agent implementation in insurance companies.Comment: 12 pages, 6 figure, accepted for presentation at The International
Conference on Agents and Artificial Intelligence 2019 (ICAART 2019
Living Innovation Laboratory Model Design and Implementation
Living Innovation Laboratory (LIL) is an open and recyclable way for
multidisciplinary researchers to remote control resources and co-develop user
centered projects. In the past few years, there were several papers about LIL
published and trying to discuss and define the model and architecture of LIL.
People all acknowledge about the three characteristics of LIL: user centered,
co-creation, and context aware, which make it distinguished from test platform
and other innovation approaches. Its existing model consists of five phases:
initialization, preparation, formation, development, and evaluation.
Goal Net is a goal-oriented methodology to formularize a progress. In this
thesis, Goal Net is adopted to subtract a detailed and systemic methodology for
LIL. LIL Goal Net Model breaks the five phases of LIL into more detailed steps.
Big data, crowd sourcing, crowd funding and crowd testing take place in
suitable steps to realize UUI, MCC and PCA throughout the innovation process in
LIL 2.0. It would become a guideline for any company or organization to develop
a project in the form of an LIL 2.0 project.
To prove the feasibility of LIL Goal Net Model, it was applied to two real
cases. One project is a Kinect game and the other one is an Internet product.
They were both transformed to LIL 2.0 successfully, based on LIL goal net based
methodology. The two projects were evaluated by phenomenography, which was a
qualitative research method to study human experiences and their relations in
hope of finding the better way to improve human experiences. Through
phenomenographic study, the positive evaluation results showed that the new
generation of LIL had more advantages in terms of effectiveness and efficiency.Comment: This is a book draf
The Management of Manufacturing-Oriented Informatics Systems Using Efficient and Flexible Architectures
Industry and in particular the manufacturing-oriented sector has always been researched and innovated as a result of technological progress, diversification and differentiation among consumers' demands. A company that provides to its customers products matching perfectly their demands at competitive prices has a great advantage over its competitors. Manufacturing-oriented information systems are becoming more flexible and configurable and they require integration with the entire organization. This can be done using efficient software architectures that will allow the coexistence between commercial solutions and open source components while sharing computing resources organized in grid infrastructures and under the governance of powerful management tools.Manufacturing-Oriented Informatics Systems, Open Source, Software Architectures, Grid Computing, Web-Based Management Systems
Semantic discovery and reuse of business process patterns
Patterns currently play an important role in modern information systems (IS) development and their use has mainly been restricted to the design and implementation phases of the development lifecycle. Given the increasing significance of business modelling in IS development, patterns have the potential of providing a viable solution for promoting reusability of recurrent generalized models in the very early stages of development. As a statement of research-in-progress this paper focuses on business process patterns and proposes an initial methodological framework for the discovery and reuse of business process patterns within the IS development lifecycle. The framework borrows ideas from the domain engineering literature and proposes the use of semantics to drive both the discovery of patterns as well as their reuse
Usages of the internet and e-tourism. Towards a new economy of tourism
This paper analyses the impact of internet on the organization of industry and the marketdynamics in the tourism activities, focusing in the European scene. Tourism incorporates many features ofthe contemporaneous information and communication economy. Even if e-tourism still stands for a smallshare of the whole tourism activity, the paper establishes that the internet basically explains theorganization of the activities and markets that emerge today. A relevant analytical framework able toapprehend these dynamics is first defined. The concept of sectoral system of production and innovation isshown to provide a relevant analytical framework to grasp the basic changes of the tourism industry. Thepaper enlightens on this basis the evolution resulting from the emergence of e-tourism and the uses ofinternet, their impacts on the coordination of the activities and the markets, with a special focus on theEuropean caseTourism; Sectoral Systems of Production and Innovation;ICT; Virtual Communities; GDS
An Agent-Based Decision Support Model for the Development of E-Services in the Tourist Sector
This paper regards cultural heritage as a strategic development tool for urban tourist policy. It highlights the use of e-services as a central instrument in a competitive tourist sector. The appropriate choice of e-services - and packages thereof - depends on the various strategic considerations of urban stakeholders (agents) and may differ for each individual city. The paper offers a systematic analysis framework for supporting these choices and deploys multi-criteria analysis as a systematic evaluation methodology, in particular the Regime method. The evaluation framework is exemplified through an application to three field cases in Europe, viz. the cities of Amsterdam, Genoa and Leipzig. Our analysis concludes that tailor-made packages of e-services that serve the needs of the stakeholders can be made with the help of our evaluation tools.cultural heritage, e-services, city marketing, agent-based decision support model
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