Search results for: Call center agents

Authors: El Sayed A. Sharara, A. Tsuji, K. Terada

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Call centers have been expanding and they have influence on activation in various markets increasingly. A call center’s work is known as one of the most demanding and stressful jobs. In this paper, we propose the fatigue detection system in order to detect burnout of call center agents in the case of a neck pain and upper back pain. Our proposed system is based on the computer vision technique combined skin color detection with the Viola-Jones object detector. To recognize the gesture of hand poses caused by stress sign, the YCbCr color space is used to detect the skin color region including face and hand poses around the area related to neck ache and upper back pain. A cascade of clarifiers by Viola-Jones is used for face recognition to extract from the skin color region. The detection of hand poses is given by the evaluation of neck pain and upper back pain by using skin color detection and face recognition method. The system performance is evaluated using two groups of dataset created in the laboratory to simulate call center environment. Our call center agent burnout detection system has been implemented by using a web camera and has been processed by MATLAB. From the experimental results, our system achieved 96.3% for upper back pain detection and 94.2% for neck pain detection.

Keywords: Call center agents, fatigue, skin color detection, face recognition.

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Authors: Kiyoko Yoshimura, Yasunobu Kino

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Focusing on professional call centers where workers with expertise perform services, this study aims to clarify the relationships between emotional labor and job satisfaction and the effects of recognition of customer feedback. Since the professional call center operators consist of professional license holders (qualification holders) and those who do not (non-holders), the following three points are analyzed in the two groups by using covariance structure analysis and simultaneous multi-population analysis: 1) The relationship between emotional labor and job satisfaction, 2) customer feedback and job satisfaction, and 3) the intermediation effect between the emotional labor of customer feedback and job satisfaction. The following results are obtained: i) No direct effect is found between job satisfaction and emotional labor for qualification holders and non-holders, ii) for qualification holders and non-holders, recognition of positive feedback and recognition of negative feedback had positive and negative effects on job satisfaction, respectively, iii) for qualification and non-holders, “consideration for colleagues” influences job satisfaction by recognizing positive feedback, and iv) only for qualification holders, the factors “customer-oriented emotional expression” and “emotional disharmony” have a positive and negative effect on job satisfaction, respectively, through recognition of positive feedback and recognition of negative feedback.

Keywords: Call center, emotional labor, professional service, job satisfaction, customer feedback.

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Authors: Badarch Tuyatsetseg

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This paper presents parametric probability density models for call holding times (CHTs) into emergency call center based on the actual data collected for over a week in the public Emergency Information Network (EIN) in Mongolia. When the set of chosen candidates of Gamma distribution family is fitted to the call holding time data, it is observed that the whole area in the CHT empirical histogram is underestimated due to spikes of higher probability and long tails of lower probability in the histogram. Therefore, we provide the Gaussian parametric model of a mixture of lognormal distributions with explicit analytical expressions for the modeling of CHTs of PSNs. Finally, we show that the CHTs for PSNs are fitted reasonably by a mixture of lognormal distributions via the simulation of expectation maximization algorithm. This result is significant as it expresses a useful mathematical tool in an explicit manner of a mixture of lognormal distributions.

Keywords: A mixture of lognormal distributions, modeling call holding times, public safety network.

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Authors: Nisha Harry

Abstract:

The study discussed in this article sought to assess whether a sense of professional efficacy mediates the relationship between personal factors and career adaptability. A quantitative cross-sectional survey approach was followed. A non–probability sample of (N = 409) of which predominantly early career and permanently employed black females in call centres in Africa participated in this study. In order to assess personal factors, the participants completed sense of meaningfulness and emotional intelligence measures. Measures of professional efficacy and career adaptability were also completed. The results of the mediational analysis revealed that professional efficacy significantly mediates the meaningfulness (sense of coherence) and career adaptability relationship, but not the emotional intelligence–career adaptability relationship. Call centre agents with professional efficacy are likely to be more work engaged as a result of their sense of meaningfulness and emotional intelligence.

Keywords: Call centre, professional efficacy, career adaptability, emotional intelligence.

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Authors: Ong Sing Goh, C. Ardil, Wilson Wong, Chun Che Fung

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The evaluation of conversational agents or chatterbots question answering systems is a major research area that needs much attention. Before the rise of domain-oriented conversational agents based on natural language understanding and reasoning, evaluation is never a problem as information retrieval-based metrics are readily available for use. However, when chatterbots began to become more domain specific, evaluation becomes a real issue. This is especially true when understanding and reasoning is required to cater for a wider variety of questions and at the same time to achieve high quality responses. This paper discusses the inappropriateness of the existing measures for response quality evaluation and the call for new standard measures and related considerations are brought forward. As a short-term solution for evaluating response quality of conversational agents, and to demonstrate the challenges in evaluating systems of different nature, this research proposes a blackbox approach using observation, classification scheme and a scoring mechanism to assess and rank three example systems, AnswerBus, START and AINI.

Keywords: Evaluation, conversational agents, Response Quality, chatterbots

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Authors: L. Korpinen, R. Pääkkönen, F. Gobba

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Accidents and close call situations involving cell phones are nowadays possible. The objective of this study was to investigate the accidents and close call situations due to cell phone use while moving, driving, and working among Finns aged between 18 and 65. This work is part of a large cross-sectional study that was carried out on 15,000 working-age Finns. About 26% of people who had an accident, and about half of the people including close call situation with the mobile phone, answered that use of the phone influenced. In the future, it is important to take into account that the use of a mobile phone can be distracting while driving.

Keywords: Blue-collar workers, accident, cell phone, close call situation.

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Authors: Hisashi Kojima, Masatora Daito

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We investigate an asymmetric connections model with a dynamic network formation process, using an agent based simulation. We permit heterogeneity of agents- value. Valuable persons seem to have many links on real social networks. We focus on this point of view, and examine whether valuable agents change the structures of the terminal networks. Simulation reveals that valuable agents diversify the terminal networks. We can not find evidence that valuable agents increase the possibility that star networks survive the dynamic process. We find that valuable agents disperse the degrees of agents in each terminal network on an average.

Keywords: network formation, agent based simulation, connections model.

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Authors: L. Korpinen, R. Pääkkönen, F. Gobba

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The aim of this paper is to investigate accidents and close call situations connected to the use of mobile phones in working-age people ≥ 50 years old. The paper is part of a crosssectional study that was carried out in 2002 in 15,000 working-age Finns. The study showed that mobile-phone-related accidents and close call situations, both at work and at leisure, are more common in people under 50 years that in people ≥ 50 years old. However, people under 50 use mobile phones more than those aged ≥ 50.

Keywords: Mobile Phone, Age, Accident, Close call situation.

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Authors: Li Feng

Abstract:

We investigate the planar quasi-septic non-analytic systems which have a center-focus equilibrium at the origin and whose angular speed is constant. The system could be changed into an analytic system by two transformations, with the help of computer algebra system MATHEMATICA, the conditions of uniform isochronous center are obtained.

Keywords: Non-analytic, center–focus problem, Lyapunov constant, uniform isochronous center.

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Authors: Nasıf Ekiz, Tara Salih, Sibel Küçüköner, Kemal Fidanboylu

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Continuation of an active call is one of the most important quality measurements in the cellular systems. Handoff process enables a cellular system to provide such a facility by transferring an active call from one cell to another. Different approaches are proposed and applied in order to achieve better handoff service. The principal parameters used to evaluate handoff techniques are: forced termination probability and call blocking probability. The mechanisms such as guard channels and queuing handoff calls decrease the forced termination probability while increasing the call blocking probability. In this paper we present an overview about the issues related to handoff initiation and decision and discuss about different types of handoff techniques available in the literature.

Keywords: Handoff, Forced Termination Probability, Blocking probability, Handoff Initiation, Handoff Decision, Handoff Prioritization Schemes.

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Authors: Hirohide Ushida

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This paper discusses an artificial mind model and its applications. The mind model is based on some theories which assert that emotion is an important function in human decision making. An artificial mind model with emotion is built, and the model is applied to action selection of autonomous agents. In three examples, the agents interact with humans and their environments. The examples show the proposed model effectively work in both virtual agents and real robots.

Keywords: Artificial mind, emotion, interactive agent, pet robot

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Authors: Gilbert Ndjatou

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We propose a formal framework for the specification of the behavior of a system of agents, as well as those of the constituting agents. This framework allows us to model each agent-s effectoric capability including its interactions with the other agents. We also provide an algorithm based on Milner-s "observation equivalence" to derive an agent-s perception of its task domain situations from its effectoric capability, and use "system computations" to model the coordinated efforts of the agents in the system . Formal definitions of the concept of "behavior equivalence" of two agents and that of system computations equivalence for an agent are also provided.

Keywords: Multiagent system, object system, observation equivalence, reactive systems.

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Authors: Rajdeep Niyogi

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The objective of the paper is twofold. First, to develop a formal framework for planning for mobile agents. A logical language based on a temporal logic is proposed that can express a type of tasks which often arise in network management. Second, to design a planning algorithm for such tasks. The aim of this paper is to study the importance of finding plans for mobile agents. Although there has been a lot of research in mobile agents, not much work has been done to incorporate planning ideas for such agents. This paper makes an attempt in this direction. A theoretical study of finding plans for mobile agents is undertaken. A planning algorithm (based on the paradigm of mobile computing) is proposed and its space, time, and communication complexity is analyzed. The algorithm is illustrated by working out an example in detail.

Keywords: Acting, computer network, mobile agent, mobile computing, planning, temporal logic.

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Authors: Jae Moon Lee

Abstract:

Most of researches for conventional simulations were studied focusing on flocks with a single species. While there exist the flocking behaviors with a single species in nature, the flocking behaviors are frequently observed with multi-species. This paper studies on the flocking simulation for heterogeneous agents. In order to simulate the flocks for heterogeneous agents, the conventional method uses the identifier of flock, while the proposed method defines the feature vector of agent and uses the similarity between agents by comparing with those feature vectors. Based on the similarity, the paper proposed the attractive force and repulsive force and then executed the simulation by applying two forces. The results of simulation showed that flock formation with heterogeneous agents is very natural in both cases. In addition, it showed that unlike the existing method, the proposed method can not only control the density of the flocks, but also be possible for two different groups of agents to flock close to each other if they have a high similarity.

Keywords: Flocking behavior, heterogeneous agents, similarity, simulation

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Authors: Abdolhamid Fetanat, Mehdi Naghian Feshaareki

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In open settings, the participants in virtual organization are autonomous and there is no central authority to ensure the felicity of their interactions. When agents interact in such settings, each relies upon being able to model the trustworthiness of the agents with whom it interacts. Fundamentally, such models must consider the past behavior of the other parties in order to predict their future behavior. Further, it is sensible for the agents to share information via referrals to trustworthy agents. In this article, trust is a bet on the future contingent actions of others" and enumerates six major factors supporting it: (1) reputation, (2) performance, (3) appearance, (4) accountability, (5) precommitment, and (6) contextual facilitation.

Keywords: Trustworthy, trust, virtual organization.

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Authors: Mohammad Ali Tabarzad, Caro Lucas

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The daily growing use of agents in software environments, because of many reasons such as independence and intelligence is not a secret anymore. One of such environments in which there is a prominent job for the agents would be emarketplaces in which a user is able to give those agents the responsibility of buying and selling, instead of searching the emarketplace himself. Making up a framework which has sufficient attention to the required roles and their relations, is the first step of achieving such e-markets. In this paper, we suggest a framework in order to establish such e-markets and we will continue investigating the roles such as seller or buyer and the relations in JADE environment in details.

Keywords: Framework, software agents, e-commerce, e-market.

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Authors: Siska Soesanti, Norihiro Nakai

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Bandung city center can be deemed as economic, social and cultural center. However the city center suffers from deterioration. The retail activities tend to shift outward the city center. Numerous idyllic residences changed into business premises in two villages situated in the north part of the city during 1990s, especially after a new highway and flyover opened. According to space syntax theory, the pattern of spatial integration in the urban grid is a prime determinant of movement patterns in the system. The syntactic analysis results show the flyover has insignificant influence on street network in the city center. However the flyover has been generating a major difference in the new commercial area since it has become relatively as strategic as the city center. Besides street network, local government policy, rapid private motorization and particular condition of each site also played important roles in encouraging the current commercial areas to flourish.

Keywords: City center, commercial area, space syntax, street network.

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Authors: Sagir M. Yusuf, Chris Baber

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We describe issues bedeviling the coordination of heterogeneous (different sensors carrying agents) multi-agent missions such as belief conflict, situation reasoning, etc. We applied Bayesian and agents' presumptions inferential reasoning to solve the outlined issues with the heterogeneous multi-agent belief variation and situational-base reasoning. Bayesian Belief Network (BBN) was used in modeling the agents' belief conflict due to sensor variations. Simulation experiments were designed, and cases from agents’ missions were used in training the BBN using gradient descent and expectation-maximization algorithms. The output network is a well-trained BBN for making inferences for both agents and human experts. We claim that the Bayesian learning algorithm prediction capacity improves by the number of training data and argue that it enhances multi-agents robustness and solve agents’ sensor conflicts.

Keywords: Distributed constraint optimization problem, multi-agent system, multi-robot coordination, autonomous system, swarm intelligence.

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Authors: Christos E. Alexakos, Konstantinos C. Giotopoulos, Eleni J. Thermogianni, Grigorios N. Beligiannis, Spiridon D. Likothanassis

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In this contribution an innovative platform is being presented that integrates intelligent agents in legacy e-learning environments. It introduces the design and development of a scalable and interoperable integration platform supporting various assessment agents for e-learning environments. The agents are implemented in order to provide intelligent assessment services to computational intelligent techniques such as Bayesian Networks and Genetic Algorithms. The utilization of new and emerging technologies like web services allows integrating the provided services to any web based legacy e-learning environment.

Keywords: Bayesian Networks, Computational Intelligence techniques, E-learning legacy systems, Service Oriented Integration, Intelligent Agents

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Authors: Mohammad Soliman, Mohamed A. Abou-Shouk

Abstract:

Knowledge management focuses on the development, storage, retrieval, and dissemination of information and expertise. It has become an important tool to improve performance in tourism enterprises. This includes improving decision-making, developing customer services, and increasing sales and profits. Knowledge management adoption depends on human, organizational and technological factors. This study aims to explore the concept of knowledge management in travel agents in Egypt. It explores the requirements of adoption and its impact on performance in these agencies. The study targets Category A travel agents in Egypt. The population of the study encompasses Category A travel agents having online presence. An online questionnaire is used to collect data from managers of travel agents. This study is useful for travel agents who are in urgent need to restructure their intermediary role and support their survival in the global travel market. The study sheds light on the requirements of adoption and the expected impact on performance. This could help travel agents identify their situation and the determine the extent to which they are ready to adopt knowledge management. This study is contributing to knowledge by providing insights from the tourism sector in a developing country where the concept of knowledge management is still in its infancy stages.

Keywords: Benefits, determinants, Egypt, knowledge management, travel agents.

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Authors: Blesson Varghese, Gerard T. McKee

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The work reported in this paper is motivated by the fact that there is a need to apply autonomic computing concepts to parallel computing systems. Advancing on prior work based on intelligent cores [36], a swarm-array computing approach, this paper focuses on 'Intelligent agents' another swarm-array computing approach in which the task to be executed on a parallel computing core is considered as a swarm of autonomous agents. A task is carried to a computing core by carrier agents and is seamlessly transferred between cores in the event of a predicted failure, thereby achieving self-ware objectives of autonomic computing. The feasibility of the proposed swarm-array computing approach is validated on a multi-agent simulator.

Keywords: Autonomic computing, intelligent agents, swarm-array computing.

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Authors: Wen Liu

Abstract:

With the rapid progress of modern cities, the railway construction must be developing quickly in China.As a typical high-density country, shopping center on the subway should be one important factor during the process of urban development. The paper discusses the influence of the layout of shopping center on the subway, and put it in the time and space’s axis of Shanghai urban development. We usethe digital technology to establish the database of relevant information. And then get the change role about shopping center on subway in Shanghaiby the Kernel density estimate.The result shows the development of shopping center on subway has a relationship with local economic strength, population size, policysupport, and city construction. And the suburbanization trend of shopping center would be increasingly significant.By this case research, we could see the Kernel density estimate is an efficient analysis method on the spatial layout. It could reveal the characters of layout form of shopping center on subway in essence. And it can also be applied to the other research of space form.

Keywords: Shanghai, Shopping center on the subway, Layout form, The Kernel density estimate.

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Authors: Hind Bouami, Patrick Millot

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Handling life-critical systems complexity requires to be equipped with appropriate technology and the right human agents’ functions such as knowledge, experience, and competence in problem’s prevention and solving. Human agents are involved in the management and control of human-machine system’s performance. Documenting human agent’s situation awareness is crucial to support human-machine designers’ decision-making. Knowledge about risks, critical parameters and factors that can impact and threaten automation system’s performance should be collected using preventive and retrospective approaches. This paper aims to document operators’ situation awareness through the analysis of automated organizations’ feedback. The analysis of automated hospital pharmacies feedback helps identify and control critical parameters influencing human machine interaction in order to enhance system’s performance and security. Our human machine system evaluation approach has been deployed in Macon hospital center’s pharmacy which is equipped with automated drug dispensing systems since 2015. Automation’s specifications are related to technical aspects, human-machine interaction, and human aspects. The evaluation of drug delivery automation performance in Macon hospital center has shown that the performance of the automated activity depends on the performance of the automated solution chosen, and also on the control of systemic factors. In fact, 80.95% of automation specification related to the chosen Sinteco’s automated solution is met. The performance of the chosen automated solution is involved in 28.38% of automation specifications performance in Macon hospital center. The remaining systemic parameters involved in automation specifications performance need to be controlled. 

Keywords: Life-critical systems, situation awareness, human-machine interaction, decision-making.

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Authors: L. Korpinen, R. Pääkkönen, F. Gobba

Abstract:

There has been discussion if the use of mobile phones causes accidents. We studied workers’ accidents and near accidents related to the use of phones. This study is part of a large cross-sectional study that was carried out on 15,000 working-age Finns. We noticed that there were 4–5 times more close call situations than accidents connected to mobile phones and also work related accidents were fewer than leisure related. There are confusing parameters like the use of mobile phones at work, differences in work content between women and men.

Keywords: Blue-collar workers, accident, cell phone, close call situation.

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Authors: Mohamed Dbouk, Ihab Sbeity

Abstract:

Spatial and mobile computing evolves. This paper describes a smart modeling platform called “GeoSEMA". This approach tends to model multidimensional GeoSpatial Evolutionary and Mobile Agents. Instead of 3D and location-based issues, there are some other dimensions that may characterize spatial agents, e.g. discrete-continuous time, agent behaviors. GeoSEMA is seen as a devoted design pattern motivating temporal geographic-based applications; it is a firm foundation for multipurpose and multidimensional special-based applications. It deals with multipurpose smart objects (buildings, shapes, missiles, etc.) by stimulating geospatial agents. Formally, GeoSEMA refers to geospatial, spatio-evolutive and mobile space constituents where a conceptual geospatial space model is given in this paper. In addition to modeling and categorizing geospatial agents, the model incorporates the concept of inter-agents event-based protocols. Finally, a rapid software-architecture prototyping GeoSEMA platform is also given. It will be implemented/ validated in the next phase of our work.

Keywords: Location-Trajectory management, GIS, Mobile- Moving Objects/Agents, Multipurpose/Spatiotemporal data, Multi- Agent Systems.

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Authors: Joon-young Jung, Dong-oh Kang, Chang-seok Bae

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Power consumption is rapidly increased in data centers because the number of data center is increased and more the scale of data center become larger. Therefore, it is one of key research items to reduce power consumption in data center. The peak power of a typical server is around 250 watts. When a server is idle, it continues to use around 60% of the power consumed when in use, though vendors are putting effort into reducing this “idle" power load. Servers tend to work at only around a 5% to 20% utilization rate, partly because of response time concerns. An average of 10% of servers in their data centers was unused. In those reason, we propose dynamic power management system to reduce power consumption in green data center. Experiment result shows that about 55% power consumption is reduced at idle time.

Keywords: Data Center, Green IT, Management Server, Power Saving.

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Authors: Yao-Tien Wang, Hsiang-Fu Yu, Dung Chen Chiou

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In wireless and mobile communications, this progress provides opportunities for introducing new standards and improving existing services. Supporting multimedia traffic with wireless networks quality of service (QoS). In this paper, a grey-fuzzy controller for radio resource management (GF-RRM) is presented to maximize the number of the served calls and QoS provision in wireless networks. In a wireless network, the call arrival rate, the call duration and the communication overhead between the base stations and the control center are vague and uncertain. In this paper, we develop a method to predict the cell load and to solve the RRM problem based on the GF-RRM, and support the present facility has been built on the application-level of the wireless networks. The GF-RRM exhibits the better adaptability, fault-tolerant capability and performance than other algorithms. Through simulations, we evaluate the blocking rate, update overhead, and channel acquisition delay time of the proposed method. The results demonstrate our algorithm has the lower blocking rate, less updated overhead, and shorter channel acquisition delay.

Keywords: radio resource management, grey prediction, fuzzylogic control, wireless networks, quality of service.

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Authors: H. Farkisch, A.I. Che-Ani, V. Ahmadi, M. Surat

Abstract:

The role of neighborhood center as semi public (the balance space) is disappeared in bonding between private and public in new urbanism. In this way, a hierarchical principle in the traditional neighborhood center appears to create or develop the conditions for residents` relationships and belonging. This paper evaluates significant of hierarchical principles of the neighborhood center in residents` territoriality and its factors. In this way Miandeh neighborhood center from Boshrooyeh city was determined as a case study area. Results indicated that a hierarchical principle is the best instrument to improve the territoriality as the subcomponent of place belonging in residents. The findings help the urban designer to revitalization the neighborhoods and proceedings in organization of physical space.

Keywords: Belonging, Neighborhood center, Revitalization, Territoriality

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Authors: C. Rajan, B. Megala, A. Nandhini, C. Rasi Priya

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Robotics brings together several very different engineering areas and skills. There are various types of robot such as humanoid robot, mobile robots, remotely operated vehicles, modern autonomous robots etc. This survey paper advocates the operation of a robotic car (remotely operated vehicle) that is controlled by a mobile phone (communicate on a large scale over a large distance even from different cities). The person makes a call to the mobile phone placed in the car. In the case of a call, if any one of the button is pressed, a tone equivalent to the button pressed is heard at the other end of the call. This tone is known as DTMF (Dual Tone Multiple Frequency). The car recognizes this DTMF tone with the help of the phone stacked in the car. The received tone is processed by the Arduino microcontroller. The microcontroller is programmed to acquire a decision for any given input and outputs its decision to motor drivers in order to drive the motors in the forward direction or backward direction or left or right direction. The mobile phone that makes a call to cell phone stacked in the car act as a remote.

Keywords: Arduino Micro-controller, Arduino UNO, DTMF, Mobile phone, Robotic car.

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Authors: Mansour A. Mohamed, George G. Karady, Ali M. Yousef

Abstract:

This paper proposes transient angle stability agents to enhance power system stability. The proposed transient angle stability agents divided into two strategy agents. The first strategy agent is a prediction agent that will predict power system instability. According to the prediction agent-s output, the second strategy agent, which is a control agent, is automatically calculating the amount of active power reduction that can stabilize the system and initiating a control action. The control action considered is turbine fast valving. The proposed strategies are applied to a realistic power system, the IEEE 50- generator system. Results show that the proposed technique can be used on-line for power system instability prediction and control.

Keywords: Multi-agents, Fast Valving, Power System Transient Stability, Prediction methods,

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