CBR model for the intelligent management of customer support centers

[EN] In this paper, a new CBR system for Technology Management Centers is presented. The system helps the staff of the centers to solve customer problems by finding solutions successfully applied to similar problems experienced in the past. This improves the satisfaction of customers and ensures a good reputation for the company who manages the center and thus, it may increase its profits. The CBR system is portable, flexible and multi-domain. It is implemented as a module of a help-desk application to make the CBR system as independent as possible of any change in the help-desk. Each phase of the reasoning cycle is implemented as a series of configurable plugins, making the CBR module easy to update and maintain. This system has been introduced and tested in a real Technology Management center ran by the Spanish company TISSAT S.A.Financial support from Spanish government under grant PROFIT FIT-340001-2004-11 is gratefully acknowledgeHeras Barberá, SM.; Garcia Pardo Gimenez De Los Galanes, JA.; Ramos-Garijo Font De Mora, R.; Palomares Chust, A.; Julian Inglada, VJ.; Rebollo Pedruelo, M.; Botti, V. (2006). CBR model for the intelligent management of customer support centers. En Lecture Notes in Computer Science. Springer Verlag (Germany). 663-670. https://doi.org/10.1007/11875581_80S663670Acorn, T., Walden, S.: SMART: SupportManagement Automated Reasoning Technology for Compaq Customer Service. In: Scott, A., Klahr, P. (eds.) Proceedings of the 2 International Conference on Intelligent Tutoring Systems, ITS-92 Berlin, vol. 4, pp. 3–18. AAAI Press, Menlo Park (1992)Simoudis, E.: Using Case-Based Retrieval for Customer Technical Support. IEEE Intelligent Systems 7, 10–12 (1992)Kriegsman, M., Barletta, R.: Building a Case-Based Help Desk Application. IEEE Expert: Intelligent Systems and Their Applications 8, 18–26 (1993)Shimazu, H., Shibata, A., Nihei, K.: Case-Based Retrieval Interface Adapted to Customer-Initiated Dialogues in Help Desk Operations. In: Mylopoulos, J., Reiter, R. (eds.) Proceedings of the 12th National Conference on Artificial Intelligence, vol. 1, pp. 513–518. AAAI Press, Menlo Park (1994)Raman, R., Chang, K.H., Carlisle, W.H., Cross, J.H.: A self-improving helpdesk service system using case-based reasoning techniques. Computers in Industry 2, 113–125 (1996)Kang, B.H., Yoshida, K., Motoda, H., Compton, P.: Help Desk System with Intelligent Interface. Applied Artificial Intelligence 11, 611–631 (1997)Roth-Berghofer, T., Iglezakis, I.: Developing an Integrated Multilevel Help-Desk Support System. In: Proceedings of the 8th German Workshop on Case-Based Reasoning, pp. 145–155 (2000)Goker, M., Roth-Berghofer, T.: The development and utilization of the case-based help-desk support system HOMER. Engineering Applications of Artificial Intelligence 12, 665–680 (1999)Roth-Berghofer, T.R.: Learning from HOMER, a case-based help-desk support system. In: Melnik, G., Holz, H. (eds.) Advances in Learning Software Organizations, pp. 88–97. Springer, Heidelberg (2004)Bergmann, R., Althoff, K.D., Breen, S., Göker, M., Manago, M., Traphöner, R., Wess, S.: Developing Industrial Case-Based Reasoning Applications. In: The INRECA Methodology, 2nd edn. LNCS (LNAI), vol. 1612. Springer, Heidelberg (2003)eGain (2006), http://www.egain.comKaidara Software Corporation (2006), http://www.kaidara.com/Empolis Knowledge Management GmbH - Arvato AG (2006), http://www.empolis.com/Althoff, K.D., Auriol, E., Barletta, R., Manago, M.: A Review of Industrial Case-Based Reasoning Tools. AI Perspectives Report. Goodall, A., Oxford (1995)Watson, I.: Applying Case-Based Reasoning. Techniques for Enterprise Systems. Morgan Kaufmann Publishers, Inc. California (1997)empolis: empolis Orenge Technology Whitepaper. Technical report, empolis GmbH (2002)Tissat, S.A. (2006), http://www.tissat.esGiraud-Carrier, C., Martinez, T.R.: An integrated framework for learning and reasoning. Journal of Artificial Intelligence Research 3, 147–185 (1995)Corchado, J.M., Borrajo, M.L., Pellicer, M.A., Yanez, J.C.: Neuro-symbolic system for Business Internal Control. In: Perner, P. (ed.) ICDM 2004. LNCS (LNAI), vol. 3275, pp. 1–10. Springer, Heidelberg (2004)Aamodt, A., Plaza, E.: Case-based reasoning: foundational issues, methodological variations and system approaches. AI Communications 7(1), 39–59 (1994)Tversky, A.: Features of similarity. Psychological Review 84(4), 327–352 (1997

Prospects for asteroseismology

The observational basis for asteroseismology is being dramatically strengthened, through more than two years of data from the CoRoT satellite, the flood of data coming from the Kepler mission and, in the slightly longer term, from dedicated ground-based facilities. Our ability to utilize these data depends on further development of techniques for basic data analysis, as well as on an improved understanding of the relation between the observed frequencies and the underlying properties of the stars. Also, stellar modelling must be further developed, to match the increasing diagnostic potential of the data. Here we discuss some aspects of data interpretation and modelling, focussing on the important case of stars with solar-like oscillations.Comment: Proc. HELAS Workshop on 'Synergies between solar and stellar modelling', eds M. Marconi, D. Cardini & M. P. Di Mauro, Astrophys. Space Sci., in the press Revision: correcting abscissa labels on Figs 1 and

Contractile Dysfunction Irrespective of the Mutant Protein in Human Hypertrophic Cardiomyopathy With Normal Systolic Function

Background-Hypertrophic cardiomyopathy (HCM), typically characterized by asymmetrical left ventricular hypertrophy, frequently is caused by mutations in sarcomeric proteins. We studied if changes in sarcomeric properties in HCM depend on the underlying protein mutation. Methods and Results-Comparisons were made between cardiac samples from patients carrying a MYBPC3 mutation (MYBPC3(mut); n = 17), mutation negative HCM patients without an identified sarcomere mutation (HCM(mn); n = 11), and nonfailing donors (n = 12). All patients had normal systolic function, but impaired diastolic function. Protein expression of myosin binding protein C (cMyBP-C) was significantly lower in MYBPC3(mut) by 33 +/- 5%, and similar in HCM(mn) compared with donor. cMyBP-C phosphory Conclusions-Changes in sarcomere function reflect the clinical HCM phenotype rather than the specific MYBPC3 mutation. Hypocontractile sarcomeres are a common deficit in human HCM with normal systolic left ventricular function and may contribute to HCM disease progression. (Circ Heart Fail. 2012; 5: 36-46.

Asteroseismology of Eclipsing Binary Stars in the Kepler Era

Eclipsing binary stars have long served as benchmark systems to measure fundamental stellar properties. In the past few decades, asteroseismology - the study of stellar pulsations - has emerged as a new powerful tool to study the structure and evolution of stars across the HR diagram. Pulsating stars in eclipsing binary systems are particularly valuable since fundamental properties (such as radii and masses) can determined using two independent techniques. Furthermore, independently measured properties from binary orbits can be used to improve asteroseismic modeling for pulsating stars in which mode identifications are not straightforward. This contribution provides a review of asteroseismic detections in eclipsing binary stars, with a focus on space-based missions such as CoRoT and Kepler, and empirical tests of asteroseismic scaling relations for stochastic ("solar-like") oscillations.Comment: 28 pages, 12 figures, 2 tables; Proceedings of the AAS topical conference "Giants of Eclipse" (AASTCS-3), July 28 - August 2 2013, Monterey, C

Neuroblastoma in relation to joint effects of vitamin A and maternal and offspring variants in vitamin A-related genes: A report of the Children's Oncology Group

Background: There is evidence vitamin A plays a role in neuroblastoma. Not only is 13-cis-retinoic acid used as maintenance therapy for high-risk cases, but prenatal vitamin intake use may decrease neuroblastoma risk. We hypothesized that single nucleotide polymorphisms (SNPs) in vitamin A-related genes are may be associated with neuroblastoma risk and potentially be modified by vitamin A intake. Methods: The Neuroblastoma Epidemiology in North America (NENA) study recruited 563 case-parent sets through the Children's Oncology Group's Childhood Cancer Research Network. We ascertained dietary nutrient intake through questionnaires and genotyped 463 SNPs in vitamin A-related genes from saliva DNA. Offspring and maternal log-additive risk ratios (RR) and stratum-specific RR for gene-environment interaction were estimated with a log-linear model. We avoided false positives due to multiple testing by using the false discovery rate (FDR). Results: When all neuroblastoma cases were considered together, no offspring variants met the significance criteria (FDR Q-value < 0.2). One maternal SNP (rs12442054) was associated with decreased risk of neuroblastoma (RR: 0.61; 95% Confidence Interval (CI): 0.47–0.79, Q = 0.076). When the cases were categorized according to prognostic risk category and age at onset, nine offspring SNPs were significantly associated with intermediate-risk neuroblastoma. Maternal rs6776706 was associated with (RR: 0.49; 95% CI: 0.33–0.72, Q = 0.161) high-risk neuroblastoma and maternal rs11103603 (RR: 0.60; 95% CI: 0.45–0.79, Q = 0.127) was associated with neuroblastoma aged <1 year. For gene-environment interaction, maternal rs729147 was associated with decreased risk of neuroblastoma among mothers with vitamin A consumption above the recommendation. Conclusions: Although there is biologic plausibility for the role of vitamin A in neuroblastoma, we found weak evidence of a relationship between vitamin A related genes and neuroblastoma

Site of struggle: the Freedom Park fracas and the divisive legacy of South Africa’s Border War/Liberation Struggle

In South Africa, Carcharias taurus is commonly known as the ragged-tooth shark or raggie. The species is also referred to as the sand-tiger shark in North America and as the grey-nurse shark in Australia. It is a long-lived species with an estimated longevity of up to 40 years (Goldman 2002). Female sharks reach sexual maturity at approximately 10 years (Goldman 2002), and they exhibit a biennial reproductive cycle (Branstetter and Musick 1994, Lucifora et al. 2002, G Cliff, Natal Sharks Board, unpublished data). Intra-uterine cannibalisation results in a maximum fecundity of two pups per litter after a gestation period of approximately 9–12 months (Bass et al. 1975, Gilmore et al. 1983). These life-history characteristics make this species particularly susceptible to overexploitation

Hematopoietic stem cell transplantation for multiple sclerosis

Hematopoietic stem cell transplantation (HSCT) was proposed as a treatment for multiple sclerosis (MS) in 1995 based on favorable results in animal models including experimental autoimmune encephalomyelitis. These initial or first-generation trials were developed by medical oncology subspecialists, used malignancy-specific myeloablative transplantation regimens, and selected patients with secondary progressive MS with rapid progression of disability. In general, these trials suffered from higher than anticipated toxic reactions including treatment-related and disease-related mortality, continued loss of brain volume as seen on magnetic resonance imaging (MRI), and, at least in some patients, continued progressive disability despite marked attenuation or absence of gadolinium-enhancing lesions on MRI. Learning from these experiences, second-generation transplantation trials for MS are using MS-specific nonmyeloablative transplantation regimens and selecting for active relapses despite the use of interferon treatment in patients with less accumulated disability. While still preliminary, results using second-generation nonmyeloablati