You Have Seen this Before! (A consumer’s Customer Service Experience) Have you called a customer...
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![Page 1: You Have Seen this Before! (A consumer’s Customer Service Experience) Have you called a customer service support line lately? It goes something like this.](https://reader036.fdocuments.in/reader036/viewer/2022083007/56649e425503460f94b343f1/html5/thumbnails/1.jpg)
You Have Seen this Before!(A consumer’s Customer Service Experience)
Have you called a customer service support line lately?
It goes something like this (automatic machine):1. If you want to speak to a sales representative, please
press one2. ….…9. If you are experiencing technical difficulties with our
wonderful product XXX please press nine
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You Have Seen this Before!(A consumer’s Customer Service Experience- part 2)
Welcome to our costumer support menu (automatic machine):
1. If you want to listen to the FAQ please press one2. ….…9. If none of the above help you please press nine.
After 40 minutes of hearing music meant to drive you insane…
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You Have Seen this Before!(A consumer’s Customer Service Experience- part 3)
Yes this is Felix may I have the serial number of XXX, please? (a person reading from an automatic machine):
1. Is XXX ringing? You: no2. Is a red light XXX blinking? You: no…9. How many green lights are on on XXX? You: 310. Are you sure? You: yes
Well, in that case you should call the company that constructed your building. If you ask me that must be excessive moisture… Now let me ask you a few questions about our service… sir? Hello? Are you still there?
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What is Going on the Other Side
Red light on? YesBeeping? Yes…
Transistor burned!
Space of known problems for XXX
This is an example of a Conversational Case-Based Reasoning Process
Case:
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Intelligent Decision Support Systems (IDSS)
CSE 335/435
Héctor Muñoz-Avila
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Alternatives
Decision making vs Decision
Decision making: the process of choosing between alternatives
Decision: the alternative chosen
reasoningpath
Criticalnode
data Decision making decision
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Intelligent Decision Support System
Alternatives
reasoningpath
Criticalnode
data Decision making decision
KnowledgeKnowledge
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Overview of DSS/IDSS
IDSSIDSS
Cognitive Science
Game Theory
Multi-agenttechnology
Informationsystems
Knowledge-basedsystems
Numerical optimization
Statistical Analysis
Focus of our course
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Applications of IDSS Knowledge-based Systems
IBM
NCR
Gateway
Daimler-Benz
Intel
3Com
LucasArts
Broderbund
Hewlett Packard
PeopleSoft
American Airlines
Chrysler
AT&T
BT
Freightliner
Groupe Bull
MCI
Microsoft
Los Angeles Times
National Westminster Bank
Ordnance Survey
Orange Personal Communications
Scottish Hydro
Siemens AG
South Western Electricity
Southern Electric
Compaq
VISA International
Xerox
Yorkshire Water Services
Nokia Telecommunications
United Utilities
Halifax Building Society
List of some of Inference/eGain’s costumers using a IDSS tool
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Themes
•Applications to IDSS:Analysis Tasks
Help-desk systemsClassificationDiagnosisTutoring
Synthesis TasksKBPP
E-commerceKnowledge Management
•AI Introduction Overview
•IDTAttribute-Value Rep.Decision TreesInduction
•CBRIntroductionRepresentationSimilarityRetrievalAdaptation
•Rule-based InferenceRule-based SystemsExpert Systems
•Synthesis Tasks Planning Configuration
•Uncertainty (MDP, Utility, Fuzzy logic)
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Course Mechanics
Class participation:•Assistance is very important•Assignments will be handed and you’ll hand them in the next class
Programming project:•Implement an IDSS using case-based reasoning
•You can choose your favorite programming language as long as you can show me the system working in a computer on the Packard Building
•If you do it in Java 2 (jdk 1.2 or later) there is a big chance that I will end up using it
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Course Mechanics (II)Design project:
•Select a software tool
•Write a document indicating how IDSS capabilities can be added (we will see an example in this course)
•Present in class your project
•If the design is promising we can build a prototype, make some experiments and write a paper for an international conference (not part of this course but an independent study next semester)
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Course MechanicsOral presentation
•I will give you a theme (see next slide)
•You will meet with me 1 week before your presentation. At this time the presentation should be complete in Power Point.
•You will make a presentation in classSpecial Theoretical Assignments
•Computational complexity of solving ideal problems
Final Exam•More about following the material rather than problem-solving (design and programming projects are for that)
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• Rule-based systems/expert systems ()• Software Engineering ()• Fuzzy Logic ()• Configuration Systems () • Tutoring and Help Systems ()• Design ()• Help-Desk Systems ()• Experience Maintenance () • Markov Decision Processes ()• e-commerce () • Recommender systems ()• Case-base maintenance ()• Conversational case-based reasoning ()• Semantic web and CBR
Themes for the Presentations
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Course Mechanics (IV)
•All presentations, announcements, etc will be available at the course’s web page:
http://www.cse.lehigh.edu/~munoz/cse395/
•Questions?