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

Facts, Damned Lies and Statistics: A 55 Year Stumbling Block

I have to admit something: when it comes to interpretation, I\u27m making this all up as I go along. I don\u27t have some magical cache of best practices stored up, waiting to deposit them week after week in posts here on the blog. Most of what I know about interpretation I\u27ve stumbled upon, either in the thoughts of others shamelessly stolen and added to my toolbox or as rough experiments based on my so-called common sense. [excerpt

Intelligent Management and Efficient Operation of Big Data

This chapter details how Big Data can be used and implemented in networking and computing infrastructures. Specifically, it addresses three main aspects: the timely extraction of relevant knowledge from heterogeneous, and very often unstructured large data sources, the enhancement on the performance of processing and networking (cloud) infrastructures that are the most important foundational pillars of Big Data applications or services, and novel ways to efficiently manage network infrastructures with high-level composed policies for supporting the transmission of large amounts of data with distinct requisites (video vs. non-video). A case study involving an intelligent management solution to route data traffic with diverse requirements in a wide area Internet Exchange Point is presented, discussed in the context of Big Data, and evaluated.Comment: In book Handbook of Research on Trends and Future Directions in Big Data and Web Intelligence, IGI Global, 201

On Knowledge Behaviors

Where large organizations make an effort to boost knowledge sharing, the solutions they fabricate can aggravate problems. Designing jobs for knowledge behaviors and recruiting people who are positive about sharing to start with will boost knowledge stocks and flows at low cost

Serving higher education with technology – disrupting higher education with technology

Technology is increasingly serving higher education by enabling student-centred learning and concerted social learning, extended reach to content anytime and everywhere, insights for educators into progress tracking and learning trends, and cross-institutional academic collaboration. At the same time, technology is providing evidence of negative disruption to the core purpose of education, which is human development and individual preparation for the future. Technology is gradually diminishing the capacity of individuals to critically think and reason, to expand into unfamiliar knowledge domains, and to exploit the learning experience to fulfil the market needs after graduation. In this paper, a review is presented on how technology is disrupting higher education, both positively and negatively. Some recommendations are given with respect to these disruption

'Girlfriends and Strawberry Jam’: Tagging Memories, Experiences, and Events for Future Retrieval

In this short paper we have some preliminary thoughts about tagging everyday life events in order to allow future retrieval of events or experiences related to events. Elaboration of these thoughts will be done in the context of the recently started Network of Excellence PetaMedia (Peer-to-Peer Tagged Media) and the Network of Excellence SSPNet (Social Signal Processing), to start in 2009, both funded by the European Commission's Seventh Framework Programme. Descriptions of these networks will be given later in this paper