Biblio

With the recent advancements in automated communication technology, many traditional businesses that rely on face-to-face communication have shifted to online portals. However, these online platforms often lack the personal touch essential for customer service. Research has shown that face-to- face communication is essential for building trust and empathy with customers. A multimodal embodied conversation agent (ECA) can fill this void in commercial applications. Such a platform provides tools to understand the user’s mental state by analyzing their verbal and non-verbal behaviour and allows a human-like avatar to take necessary action based on the context of the conversation and as per social norms. However, the literature to understand the impact of ECA agents on commercial applications is limited because of the issues related to platform and scalability. In our work, we discuss some existing work that tries to solve the issues related to scalability and infrastructure. We also provide an overview of the components required for developing ECAs and their deployment in various applications.

The article deals with the issues of improving the quality of corporate information systems functioning and ensuring the information security of financial organizations that have a complex structure and serve a significant number of customers. The formation of the company's informational system and its integrated information security system is studied based on the process approach, methods of risk management and quality management. The risks and threats to the security of the informational system functioning and the quality of information support for customer service of a financial organization are analyzed. The methods and tools for improving the quality of information services and ensuring information security are considered on the example of an organization for social insurance. Recommendations are being developed to improve the quality of the informational system functioning in a large financial company.

Since a training system using VR can reproduce an actual training environment, training systems have been studied in commercial fields such as medical care and construction. This immersive experience in a virtual space can have a great effect on learning a second language. In this paper, we propose an immersive learning system that learns phrases used in the customer service industry in the customer service experience. We asked the subjects to experience the system, measured the effects of learning, and evaluated the system. Evaluating the learning effect of phrases used in customer service English on 8 students, all student achieved good learning results. Besides, to evaluate the usability of the system, the VR system was evaluated by performing SSQ to measure VR sickness shows this system doesn't cause virtual sickness, SUS to measure usability shows this system evaluation is higher than average system, and IPQ to measure presence in an immersive space shows this system gives average virtual reality experience.

Hiring seasonal workers in call centers to provide customer service is a common practice in B2C companies. The quality of service delivered by both contracting and employee customer service agents depends heavily on the domain knowledge available to them. When observing the internal group messaging channels used by agents, we found that similar questions are often asked repetitively by different agents, especially from less experienced ones. The goal of our work is to leverage the promising advances in conversational AI to provide a chatbot-like mechanism for assisting agents in promptly resolving a customer's issue. In this paper, we develop a neural-based conversational solution that employs BiLSTM with attention mechanism and demonstrate how our system boosts the effectiveness of customer support agents. In addition, we discuss the design principles and the necessary considerations for our system. We then demonstrate how our system, named "Isa" (Intuit Smart Agent), can help customer service agents provide a high-quality customer experience by reducing customer wait time and by applying the knowledge accumulated from customer interactions in future applications.

Customers need to know how reliable a new release is, and whether or not the new release has substantially different, either better or worse, reliability than the one currently in production. Customers are demanding quantitative evidence, based on pre-release metrics, to help them decide whether or not to upgrade (and thereby offer new features and capabilities to their customers). Finding ways to estimate future reliability performance is not easy - we have evaluated many prerelease development and test metrics in search of reliability predictors that are sufficiently accurate and also apply to a broad range of software products. This paper describes a successful model that has resulted from these efforts, and also presents both a functional extension and a further conceptual simplification of the extended model that enables us to better communicate key release information to internal stakeholders and customers, without sacrificing predictive accuracy or generalizability. Work remains to be done, but the results of the original model, the extended model, and the simplified version are encouraging and are currently being applied across a range of products and releases. To evaluate whether or not these early predictions are accurate, and also to compare releases that are available to customers, we use a field software reliability assessment mechanism that incorporates two types of customer experience metrics: field bug encounters normalized by usage, and field bug counts, also normalized by usage. Our 'release-overrelease' strategy combines the 'maturity assessment' component (i.e., estimating reliability prior to release to the field) and the 'reliability assessment' component (i.e., gauging actual reliability after release to the field). This overall approach enables us to both predict reliability and compare reliability results for recent releases for a product.

Food safety policies have aim to promote and develop feeding and nutrition in society. This paper presents a system dynamics model that studies the dynamic behavior between transport infrastructure and the food supply chain in the city of Bogotá. The results show that an adequate transport infrastructure is more effective to improve the service to the customer in the food supply chain. The system dynamics model allows analyze the behavior of transport infrastructure and supply chains of fruits and vegetables, groceries, meat and dairy. The study has gone some way towards enhancing our understanding of food security impact, food supply chain and transport infrastructure.

Now a day's cloud computing is power station to run multiple businesses. It is cumulating more and more users every day. Database-as-a-service is service model provided by cloud computing to store, manage and process data on a cloud platform. Database-as-a-service has key characteristics such as availability, scalability, elasticity. A customer does not have to worry about database installation and management. As a replacement, the cloud database service provider takes responsibility for installing and maintaining the database. The real problem occurs when it comes to storing confidential or private information in the cloud database, we cannot rely on the cloud data vendor. A curious cloud database vendor may capture and leak the secret information. For that purpose, Protected Database-as-a-service is a novel solution to this problem that provides provable and pragmatic privacy in the face of a compromised cloud database service provider. Protected Database-as-a-service defines various encryption schemes to choose encryption algorithm and encryption key to encrypt and decrypt data. It also provides "Master key" to users, so that a metadata storage table can be decrypted only by using the master key of the users. As a result, a cloud service vendor never gets access to decrypted data, and even if all servers are jeopardized, in such inauspicious circumstances a cloud service vendor will not be able to decrypt the data. Proposed Protected Database-as-a-service system allows multiple geographically distributed clients to execute concurrent and independent operation on encrypted data and also conserve data confidentiality and consistency at cloud level, to eradicate any intermediate server between the client and the cloud database.