Ž . Customer Relationship Management CRM is a valuable concept for hospitals to establish long-term physician relationships. Given predetermined reimbursement amounts, clinical interventions by physicians can significantly impact hospital profitability and quality. Therefore, disseminating quality and cost information to physicians can build lasting relationships, while insuring financial stabi...

An IT service desk provides a Single Point of Contact for the customers and users regarding support requests. The world-wide adoption of IT Infrastructure Library (ITIL) framework has also pushed organizations to improve their service desk operations. However, improving the service desk is a serious challenge for many IT service providers. Many government organizations in Finland have started t...

In this paper, a new CBR system for help-desk environments is presented. This CBR system provides intelligent customer support for multiple domains. It is also portable and flexible. The system is implemented as a module of a complete help-desk application to make it as independent as possible of any change in the help-desk system. Each phase of the reasoning cycle is also separated as an indep...

On the basis of analyzing customer services of manufacturing enterprises and these supporting requires, using the method of discrete system simulating, the paper provides the classifications of customer services suitable information technology supporting, brings forward the working mechanisms suitable to the supporting system of different kinds of customer services and the relevant system struc...

We introduce ConfSeer, an automated system that detects potential configuration issues or deviations from identified best practices by leveraging a knowledge base (KB) of technical solutions. The intuition is that these KB articles describe the configuration problems and their fixes so if the system can accurately understand them, it can automatically pinpoint both the errors and their resoluti...

In dynamic decision environments such as direct sales, customer support, and electronically mediated bargaining, decision makers execute sequences of interdependent decisions under time pressure. Past decision support systems have focused on substituting for decision makers' cognitive deficits by relieving them of the need to explicitly account for sequential dependencies. However, these system...

ig data analytics is increasingly replacing or complementing classical data collection methods like surveys. Business intelligence tools and systems now play a key role in decision-making and find applications in the areas such as customer profiling, customer support, market research, segmentation, brand monitoring. Transforming unstructured text data for structured quantitative analysis is an ...

In (automated) negotiation systems for self-interested agents, contracts have traditionally been binding. They do not accommodate future events. Contingency contracts address this but are often impractical. As an alternative, we propose leveled-commitment contracts. The level of commitment is set by decommitting penalties. To be freed from the contract, an agent simply pays its penalty to the o...

In recent years, workflow management systems have become an accepted technology to support automation in process-centric environments. Lately, organizations concentrate more and more on their core business processes while outsourcing supporting processes to other organizations, thereby forming virtual enterprises. To apply workflow management technology in these virtual enterprises, support for...

We build a chat bot with iterative content exploration that leads a user through a personalized knowledge acquisition session. The chat bot is designed as an automated customer support or product recommendation agent assisting a user in learning product features, product usability, suitability, troubleshooting and other related tasks. To control the user navigation through content, we extend th...