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

Capturing and Shaping Shifting Requirements using XML and XSLT: A Field Study

This paper explores Extensible Mark-up Language (XML) and Extensible Stylesheet Language Transformations (XSLT) for authoring, presenting and managing system requirements. A field study is presented that explores the influence of XML schema and XSLT rendering and modeling templates on stakeholder communications. The study is of an e-commerce project where an evolving business model and changing partnerships forced the requirements team to continually adapt XML and XSLT tools to capture requirements. Coding procedures categorized resulting repositories of XML documents, XML schema, XSLT templates, stakeholder interviews, field notes, e-mails, and business documents. Qualitative techniques are applied to derive a model summarizing the influence of XML schema, and XSLT rendering and modeling templates. Implications for researchers and practitioners are discussed, including how XML tools support stakeholders by customizing presentations, assisting negotiations and enhancing traceability

On an evaluation of transformation languages in a fully XML-driven framework for video content adaptation

Bitstream Structure Descriptions (BSDs) allow taking the complexity of transforming scalable bitstreams from the compressed domain to the semantic domain. These descriptions are an essential part of an XUL-driven video adaptation framework. The performance of a BSD transformation engine is very important in such an architecture. This paper evaluates the efficiency of XML-based transformation languages in our video adaptation framework. XSLT, STX, and a hybrid solution are compared to each other in terms of execution times, memory consumption, and user-friendliness. Our experiments show that STX is the preferred solution when speed and low-memory are important. The hybrid solution is competitive in terms of memory consumption and is more user-friendly than STX. Although XSLT is relative fast, its memory consumption is very high

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