An intelligent user interface model for contact centre operations

Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain

An intelligent user interface model for contact centre operations

Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain

COCrIP: Compliant OmniCrawler In-pipeline Robot

This paper presents a modular in-pipeline climbing robot with a novel compliant foldable OmniCrawler mechanism. The circular cross-section of the OmniCrawler module enables a holonomic motion to facilitate the alignment of the robot in the direction of bends. Additionally, the crawler mechanism provides a fair amount of traction, even on slippery surfaces. These advantages of crawler modules have been further supplemented by incorporating active compliance in the module itself which helps to negotiate sharp bends in small diameter pipes. The robot has a series of 3 such compliant foldable modules interconnected by the links via passive joints. For the desirable pipe diameter and curvature of the bends, the spring stiffness value for each passive joint is determined by formulating a constrained optimization problem using the quasi-static model of the robot. Moreover, a minimum friction coefficient value between the module-pipe surface which can be vertically climbed by the robot without slipping is estimated. The numerical simulation results have further been validated by experiments on real robot prototype

Design and optimal springs stiffness estimation of a Modular OmniCrawler in-pipe climbing Robot

This paper discusses the design of a novel compliant in-pipe climbing modular robot for small diameter pipes. The robot consists of a kinematic chain of 3 OmniCrawler modules with a link connected in between 2 adjacent modules via compliant joints. While the tank-like crawler mechanism provides good traction on low friction surfaces, its circular cross-section makes it holonomic. The holonomic motion assists it to re-align in a direction to avoid obstacles during motion as well as overcome turns with a minimal energy posture. Additionally, the modularity enables it to negotiate T-junction without motion singularity. The compliance is realized using 4 torsion springs incorporated in joints joining 3 modules with 2 links. For a desirable pipe diameter (\text{\O} 75mm), the springs' stiffness values are obtained by formulating a constraint optimization problem which has been simulated in ADAMS MSC and further validated on a real robot prototype. In order to negotiate smooth vertical bends and friction coefficient variations in pipes, the design was later modified by replacing springs with series elastic actuators (SEA) at 2 of the 4 joints.Comment: arXiv admin note: text overlap with arXiv:1704.0681

A Null-model Exhibiting Synchronized Dynamics in Uncoupled Oscillators

The phenomenon of phase synchronization of oscillatory systems arising out of feedback coupling is ubiquitous across physics and biology. In noisy, complex systems, one generally observes transient epochs of synchronization followed by non-synchronous dynamics. How does one guarantee that the observed transient epochs of synchronization are arising from an underlying feedback mechanism and not from some peculiar statistical properties of the system? This question is particularly important for complex biological systems where the search for a non-existent feedback mechanism may turn out be an enormous waste of resources. In this article, we propose a null model for synchronization motivated by expectations on the dynamical behaviour of biological systems to provide a quantitative measure of the confidence with which one can infer the existence of a feedback mechanism based on observation of transient synchronized behaviour. We demonstrate the application of our null model to the phenomenon of gait synchronization in free-swimming nematodes, C. elegans

Effect of post weld heat treatment on metallurgical and mechanical properties of electron beam welded AISI 409 ferritic steel

The applicability of ferritic stainless steel is restricted due to its low weldability, and this can be attributed to the severe grain growth in the weld zone during the solidification of the weld pool and formation of fully ferritic structure. This study aims to investigate the weldability of 18 mm thick AISI 409 ferritic stainless steel plates using an electron beam welding process without the use of filler metal. The joints were investigated for metallography characterization (microstructure, macrostructure, and microhardness) and mechanical behavior (tensile strength and impact toughness) in as-welded condition and after post-weld heat treatment at 550 ºC for 75 minutes. The weld zone exhibited large columnar grains in the direction perpendicular to the weld centerline and got refined after post-weld heat treatment. The ultimate tensile strength, yield strength, and microhardness of the weld zone were found higher than the base metal. The impact toughness of weld zone was found to be reduced by 45%, but the post-weld heat treatment improved the toughness by 40%. Results revealed that the electron beam welding process could be successfully employed for welding of AISI 409 ferritic stainless steel, which will increase its application range that requires thicker section of welded plates. Post-weld heat treatment was found to be advantageous for improving the microstructure and mechanical properties

Ambulatory blood pressure pattern in overweight and obese subjects: a prospective, cross-sectional study

Background: Obesity is widely described as a leading cause of morbidity and mortality and is a known risk factor of many cardiovascular and non-cardiovascular diseases including hypertension. The aim of this study was to analyze the pattern of ambulatory blood pressure in overweight and obese subjects.Methods: This was a prospective, cross-sectional study performed over a period of 1 year in 95 subjects attending the Department of Medicine of tertiary care teaching institute. Anthropometric measures such as weight, height, body mass index (BMI), and waist circumference (WC) were recorded. Ambulatory blood pressure monitoring over a period of 24-hrs was performed in each individual and values were recorded. Comparison between normal subjects and overweight and/or obese subjects was done in terms of various ambulatory BP parameters.Results: Based on BMI, significantly higher proportion of females were obese (p-value = 0.020), as compared to males. Based on both BMI and WC, significant proportion of overweight and obese subjects had higher 24-hr SBP (p-value 50 mmHg) (p-value < 0.001) as compared to normal subjects. However, among various abnormal ABPM parameters, majority of the parameters revealed more incidence of BP abnormalities with increased BMI than with increased WC. Thus, BMI appeared to be a better anthropometric parameter than WC.Conclusions: The findings of the present study confirm that obesity in apparently non-hypertensive subjects leads to rise in both SBP and DBP. Moreover, it is the systolic part of ABPM which probably predicts the cardiovascular morbidity in overweight and obese subjects