Knowledge Discovery and Management within Service Centers

These days, most enterprise service centers deploy Knowledge Discovery and Management (KDM) systems to address the challenge of timely delivery of a resourceful service request resolution while efficiently utilizing the huge amount of data. These KDM systems facilitate prompt response to the critical service requests and if possible then try to prevent the service requests getting triggered in the first place. Nevertheless, in most cases, information required for a request resolution is dispersed and suppressed under the mountain of irrelevant information over the Internet in unstructured and heterogeneous formats. These heterogeneous data sources and formats complicate the access to reusable knowledge and increase the response time required to reach a resolution. Moreover, the state-of-the art methods neither support effective integration of domain knowledge with the KDM systems nor promote the assimilation of reusable knowledge or Intellectual Capital (IC). With the goal of providing an improved service request resolution within the shortest possible time, this research proposes an IC Management System. The proposed tool efficiently utilizes domain knowledge in the form of semantic web technology to extract the most valuable information from those raw unstructured data and uses that knowledge to formulate service resolution model as a combination of efficient data search, classification, clustering, and recommendation methods. Our proposed solution also handles the technology categorization of a service request which is very crucial in the request resolution process. The system has been extensively evaluated with several experiments and has been used in a real enterprise customer service center

A comparison of services for intent and entity recognition for conversational recommender systems

Conversational Recommender Systems (CoRSs) are becoming increasingly popular. However, designing and developing a CoRS is a challenging task since it requires multi-disciplinary skills. Even though several third-party services are available for supporting the creation of a CoRS, a comparative study of these platforms for the specific recommendation task is not available yet. In this work, we focus our attention on two crucial steps of the Conversational Recommendation (CoR) process, namely Intent and Entity Recognition. We compared four of the most popular services, both commercial and open source. Furthermore, we proposed two custom-made solutions for Entity Recognition, whose aim is to overcome the limitations of the other services. Results are very interesting and give a clear picture of the strengths and weaknesses of each solution

Towards Integration of Artificial Intelligence into Medical Devices as a Real-Time Recommender System for Personalised Healthcare:State-of-the-Art and Future Prospects

In the era of big data, artificial intelligence (AI) algorithms have the potential to revolutionize healthcare by improving patient outcomes and reducing healthcare costs. AI algorithms have frequently been used in health care for predictive modelling, image analysis and drug discovery. Moreover, as a recommender system, these algorithms have shown promising impacts on personalized healthcare provision. A recommender system learns the behaviour of the user and predicts their current preferences (recommends) based on their previous preferences. Implementing AI as a recommender system improves this prediction accuracy and solves cold start and data sparsity problems. However, most of the methods and algorithms are tested in a simulated setting which cannot recapitulate the influencing factors of the real world. This review article systematically reviews prevailing methodologies in recommender systems and discusses the AI algorithms as recommender systems specifically in the field of healthcare. It also provides discussion around the most cutting-edge academic and practical contributions present in the literature, identifies performance evaluation matrices, challenges in the implementation of AI as a recommender system, and acceptance of AI-based recommender systems by clinicians. The findings of this article direct researchers and professionals to comprehend currently developed recommender systems and the future of medical devices integrated with real-time recommender systems for personalized healthcare