Does Customers’ Emotion toward Voice-based Service AI Cause Negative Reactions? Empirical Evidence from a Call Center

Many companies are introducing voice-based artificial intelligence (AI) into their call centers. Little is known about the relationship between customers’ emotions to voice-based AI service and customers’ negative reactions. This study investigates the link between customers’ emotions toward voice-based AI service and customers’ negative reactions. Our results reveal that customers’ emotion toward voice-based AI service could significantly affect their complaint behavior, and customers’ complaints differ among emotion types. Customers’ negative and positive emotions toward voice-based AI services have a significantly negative and positive effect, respectively, on customer complaint behavior than neutral emotions. We also find that the exchange round of human-computer interaction moderates the effect of the customer emotion by attenuating its effect on customer complaints. This study is the first to empirically test the impact of customers’ emotions toward voice-based AI service on customers’ complaint behavior in the service industry

Future benefits and applications of intelligent on-board processing to VSAT services

The trends and roles of VSAT services in the year 2010 time frame are examined based on an overall network and service model for that period. An estimate of the VSAT traffic is then made and the service and general network requirements are identified. In order to accommodate these traffic needs, four satellite VSAT architectures based on the use of fixed or scanning multibeam antennas in conjunction with IF switching or onboard regeneration and baseband processing are suggested. The performance of each of these architectures is assessed and the key enabling technologies are identified

A comprehensive IVR (Interactive Voice Response) analysis model using online analytical processing (OLAP) on a multidimensional data cube

Private Branch eXchange (PBX) is a tool indispensable in the business world. The telephone exchanges allow employees to perform internal connections between telephones, or make calls to the external network also known as Public Switched Telephone Network (PSTN). With increasing Internet usage, there is interest in understanding what services are offered. Enterprise Courier is a commercial Internet Protocol Private Branch eXchange (IP PBX) based on open source Asterisk web-based PBX software for Linux, which supports multiple protocols and services, like Interactive Voice Response (IVR). Cisco Unified Communications Manager (CUCM) or CallManager, is a software based call-processing system (IP PBX) developed by Cisco Systems. CUCM tracks all active Voice over IP (VoIP) network components; including phones, gateways, conference bridges, among others. IVR is part of the Academic Services costumer contact and ticketing of University of Beira Interior (UBI). IVR monitoring and analysis are essential for effective operation and resource management, in particular, multidimensional analysis for long-term data is necessary for comprehensive understanding of the trend, the quality of customer service and costumer experience. In this paper, we propose a new IVR analysis model for large volumes of IVR data accumulated over a long period of time. The IVRCube proposed is an analysis model using online analytical processing (OLAP) on a multidimensional data cube that provides an easy and fast way to construct a multidimensional IVR analysis system for comprehensive and detailed evaluation of long-term data. The feasibility and applicability are validated, as the proposed IVRCube analysis model is implemented and applied to Academic Services costumer contact and ticketing IVR data.A Private Branch eXchange (PBX) é uma ferramenta indispensável no mundo dos negócios. As centrais telefónicas permitem que os funcionários realizem chamadas internas entre telefones, ou façam chamadas para a rede externa, também conhecida como Public Switched Telephone Network (PSTN). Com o aumento sistemático da utilização da Internet, há um interesse acrescido em entender quais os serviços que são oferecidos nas redes baseadas em Internet Protocol (IP). Um destes serviços é o Voice over IP (VoIP). O Enterprise Courier é um software IP PBX comercial para VoIP baseado na aplicação de código aberto Asterisk, que opera sobre Linux. O IP PBX Enterprise Courier suporta vários protocolos e serviços, por exemplo o Interactive Voice Response (IVR). O Cisco Unified Communications Manager (CUCM) também chamado de CallManager, é um sistema de processamento de chamadas IP, ou IP PBX, desenvolvido pela Cisco Systems. O CUCM permite fazer a gestão e operação de todos os componentes ativos de voz, incluindo telefones, gateways, equipamentos de conferência entre outros. Estes sistemas coexistem na rede de gestão de comunicações de voz da Universidade da Beira Interior (UBI), sendo que o sistema automatizado utilizado para o encaminhamento de chamadas dos Serviços Académicos na UBI utiliza a tecnologia IVR. Este serviço da UBI é uma das formas que os clientes da Universidade (alunos e não alunos) têm para obter informações e resolver questões de forma rápida e simples usando o telefone. Por ser um importante ponto de interface entre a universidade e a comunidade, a monitorização e análise de desempenho do IVR são essenciais para o funcionamento eficaz e gestão de recursos humanos atribuídos a este serviço, o que torna a tarefa de extrair os dados do sistema de VoIP e apresentá-los de forma a poder extrair deles informação útil à gestão, o centro deste trabalho de investigação. Para a análise dos dados, foi usada uma técnica de análise multidimensional de dados a longo prazo, necessária para uma compreensão abrangente da evolução e qualidade de serviço prestada ao cliente tendo como objetivo a melhor experiência possível por parte do cliente. Neste trabalho, propomos um novo modelo de análise de IVR para grandes volumes de dados acumulados ao longo de um extenso período de tempo. O IVRCube é um modelo de análise utilizando online analytical processing (OLAP) num cubo de dados multidimensional que fornece uma forma fácil e rápida de construir um sistema de análise multidimensional para avaliação exaustiva e pormenorizada dos dados ao longo do tempo. A viabilidade e aplicabilidade deste modelo são validadas, uma vez que o modelo de análise IVRCube proposto é implementado e aplicado ao serviço de contacto telefónico (IVR) dos Serviços Académicos da UBI

Study to determine potential flight applications and human factors design guidelines for voice recognition and synthesis systems

A study was conducted to determine potential commercial aircraft flight deck applications and implementation guidelines for voice recognition and synthesis. At first, a survey of voice recognition and synthesis technology was undertaken to develop a working knowledge base. Then, numerous potential aircraft and simulator flight deck voice applications were identified and each proposed application was rated on a number of criteria in order to achieve an overall payoff rating. The potential voice recognition applications fell into five general categories: programming, interrogation, data entry, switch and mode selection, and continuous/time-critical action control. The ratings of the first three categories showed the most promise of being beneficial to flight deck operations. Possible applications of voice synthesis systems were categorized as automatic or pilot selectable and many were rated as being potentially beneficial. In addition, voice system implementation guidelines and pertinent performance criteria are proposed. Finally, the findings of this study are compared with those made in a recent NASA study of a 1995 transport concept

The Multi-Channel CRM Application Framework for M-Business Practices

In every industry, customers’ preferences are changing faster than ever before. Customers can no longer be categorized into well-defined market segments or homogeneous groups. They need to be treated as individuals each with specific needs. The information must be available to anyone from anywhere at anytime. Therefore, service quality becomes an important measure for both enterprises and customers. In real-time economy, sales and services have deep impacts on up/downstream decisions, as well as decisions related to supply chain trading partners. Thus, customer relationship management (CRM) has more transparency than ever, by shifting from a sales productivity tool to a technology-enabled relationship management strategy. Today’s businesses are typical collaborative multienterprise multi-channel supply chain consisting of several specialists. Mobile technology and personalized customer care open the door to new opportunities by offering valueadd services in CRM practices. The key to customer satisfaction and loyalty resides in the enterprise’s core offering and efficient transaction management. This paper provides a broad discussion on the design of mobile-toenterprise application framework for CRM practices. The purpose is to provide an overview and schematic to design an integrated mobile CRM suite. The ideal of this approach is to maximize the value of an enterprise’s customer portfolio through more efficient and effective marketing, sales, and customer service and to put the customers in control, by providing self-service and solution-centered support. With the mobile CRM application framework, the enterprise is also extended to suppliers and trading partners so that when customers get in contact with the resources of an enterprise, they also touch the resources of the value chain. The customers who drive the entire value chain (or supply chain), determine what is to be produced, when it is produced, and at what price

Applications of satellite technology to broadband ISDN networks

Two satellite architectures for delivering broadband integrated services digital network (B-ISDN) service are evaluated. The first is assumed integral to an existing terrestrial network, and provides complementary services such as interconnects to remote nodes as well as high-rate multicast and broadcast service. The interconnects are at a 155 Mbs rate and are shown as being met with a nonregenerative multibeam satellite having 10-1.5 degree spots. The second satellite architecture focuses on providing private B-ISDN networks as well as acting as a gateway to the public network. This is conceived as being provided by a regenerative multibeam satellite with on-board ATM (asynchronous transfer mode) processing payload. With up to 800 Mbs offered, higher satellite EIRP is required. This is accomplished with 12-0.4 degree hopping beams, covering a total of 110 dwell positions. It is estimated the space segment capital cost for architecture one would be about $190M whereas the second architecture would be about$250M. The net user cost is given for a variety of scenarios, but the cost for 155 Mbs services is shown to be about $15-22/minute for 25 percent system utilization

Horizon Report 2009

El informe anual Horizon investiga, identifica y clasifica las tecnologías emergentes que los expertos que lo elaboran prevén tendrán un impacto en la enseñanza aprendizaje, la investigación y la producción creativa en el contexto educativo de la enseñanza superior. También estudia las tendencias clave que permiten prever el uso que se hará de las mismas y los retos que ellos suponen para las aulas. Cada edición identifica seis tecnologías o prácticas. Dos cuyo uso se prevé emergerá en un futuro inmediato (un año o menos) dos que emergerán a medio plazo (en dos o tres años) y dos previstas a más largo plazo (5 años)

NASA space station automation: AI-based technology review. Executive summary

Research and Development projects in automation technology for the Space Station are described. Artificial Intelligence (AI) based technologies are planned to enhance crew safety through reduced need for EVA, increase crew productivity through the reduction of routine operations, increase space station autonomy, and augment space station capability through the use of teleoperation and robotics

From Social Simulation to Integrative System Design

As the recent financial crisis showed, today there is a strong need to gain "ecological perspective" of all relevant interactions in socio-economic-techno-environmental systems. For this, we suggested to set-up a network of Centers for integrative systems design, which shall be able to run all potentially relevant scenarios, identify causality chains, explore feedback and cascading effects for a number of model variants, and determine the reliability of their implications (given the validity of the underlying models). They will be able to detect possible negative side effect of policy decisions, before they occur. The Centers belonging to this network of Integrative Systems Design Centers would be focused on a particular field, but they would be part of an attempt to eventually cover all relevant areas of society and economy and integrate them within a "Living Earth Simulator". The results of all research activities of such Centers would be turned into informative input for political Decision Arenas. For example, Crisis Observatories (for financial instabilities, shortages of resources, environmental change, conflict, spreading of diseases, etc.) would be connected with such Decision Arenas for the purpose of visualization, in order to make complex interdependencies understandable to scientists, decision-makers, and the general public.Comment: 34 pages, Visioneer White Paper, see http://www.visioneer.ethz.c