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

A Monitoring System for the BaBar INFN Computing Cluster

Monitoring large clusters is a challenging problem. It is necessary to observe a large quantity of devices with a reasonably short delay between consecutive observations. The set of monitored devices may include PCs, network switches, tape libraries and other equipments. The monitoring activity should not impact the performances of the system. In this paper we present PerfMC, a monitoring system for large clusters. PerfMC is driven by an XML configuration file, and uses the Simple Network Management Protocol (SNMP) for data collection. SNMP is a standard protocol implemented by many networked equipments, so the tool can be used to monitor a wide range of devices. System administrators can display informations on the status of each device by connecting to a WEB server embedded in PerfMC. The WEB server can produce graphs showing the value of different monitored quantities as a function of time; it can also produce arbitrary XML pages by applying XSL Transformations to an internal XML representation of the cluster's status. XSL Transformations may be used to produce HTML pages which can be displayed by ordinary WEB browsers. PerfMC aims at being relatively easy to configure and operate, and highly efficient. It is currently being used to monitor the Italian Reprocessing farm for the BaBar experiment, which is made of about 200 dual-CPU Linux machines.Comment: Talk from the 2003 Computing in High Energy and Nuclear Physics (CHEP03), La Jolla, Ca, USA, March 2003, 10 pages, LaTeX, 4 eps figures. PSN MOET00

THE ROLE OF XML IN THE MODELING PROCESS OF A VIRTUAL BUSINESS

The aim of this paper is to describe the XML stack of languages used in the implementation process of a web application. This application is based on a three tier architecture named XRX. In this type of architecture there is no need for data model transformations between the tiers of the architecture like in the classical architecture. So the applications developed according XRX architecture become more flexible, efficient and simple.XML, XPath, XQuery, XSLT, XForms, XRX, UBL

Markup meets middleware

We describe a distributed system architecture that supports the integration of different front-office trading systems with middle and back-office systems, each of which have been procured from different vendors. The architecture uses a judicious combination of object-oriented middleware and markup languages. In this combination an object request broker implements reliable trade data transport. Markup languages, particularly XML, are used to address data integration problems. We show that the strengths of middleware and markup languages are complementary and discuss the benefits of deploying middleware and markup languages in a synergistic manner

Perspectives for Electronic Books in the World Wide Web Age

While the World Wide Web (WWW or Web) is steadily expanding, electronic books (e-books) remain a niche market. In this article, it is first postulated that specialized contents and device independence can make Web-based e-books compete with paper prints; and that adaptive features that can be implemented by client-side computing are relevant for e-books, while more complex forms of adaptation requiring server-side computations are not. Then, enhancements of the WWW standards (specifically of XML, XHTML, of the style-sheet languages CSS and XSL, and of the linking language XLink) are proposed for a better support of client-side adaptation and device independent content modeling. Finally, advanced browsing functionalities desirable for e-books as well as their implementation in the WWW context are described

Web and Semantic Web Query Languages

A number of techniques have been developed to facilitate powerful data retrieval on the Web and Semantic Web. Three categories of Web query languages can be distinguished, according to the format of the data they can retrieve: XML, RDF and Topic Maps. This article introduces the spectrum of languages falling into these categories and summarises their salient aspects. The languages are introduced using common sample data and query types. Key aspects of the query languages considered are stressed in a conclusion