Search results for: Document recognition

Authors: Roland Lang, Dietmar Bruckner, Rosemarie Velik, Tobias Deutsch

Abstract:

Modern building automation needs to deal with very different types of demands, depending on the use of a building and the persons acting in it. To meet the requirements of situation awareness in modern building automation, scenario recognition becomes more and more important in order to detect sequences of events and to react to them properly. We present two concepts of scenario recognition and their implementation, one based on predefined templates and the other applying an unsupervised learning algorithm using statistical methods. Implemented applications will be described and their advantages and disadvantages will be outlined.

Keywords: Building automation, ubiquitous computing, scenariorecognition, surveillance system.

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Authors: Larry Powell, Seth Polsley, Drew Casey, Tracy Hammond

Abstract:

Human activity recognition (HAR) systems have shown positive performance when recognizing repetitive activities like walking, running, and sleeping. Water-based activities are a reasonably new area for activity recognition. However, water-based activity recognition has largely focused on supporting the elite and competitive swimming population, which already has amazing coordination and proper form. Beginner swimmers are not perfect, and activity recognition needs to support the individual motions to help beginners. Activity recognition algorithms are traditionally built around short segments of timed sensor data. Using a time window input can cause performance issues in the machine learning model. The window’s size can be too small or large, requiring careful tuning and precise data segmentation. In this work, we present a method that uses a time window as the initial segmentation, then separates the data based on the change in the sensor value. Our system uses a multi-phase segmentation method that pulls all peaks and valleys for each axis of an accelerometer placed on the swimmer’s lower back. This results in high recognition performance using leave-one-subject-out validation on our study with 20 beginner swimmers, with our model optimized from our final dataset resulting in an F-Score of 0.95.

Keywords: Time window, peak/valley segmentation, feature extraction, beginner swimming, activity recognition.

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Authors: Hasup Lee, Yoshisuke Tateyama, Tetsuro Ogi

Abstract:

We developed a vision interface immersive projection system, CAVE in virtual rea using hand gesture recognition with computer vis background image was subtracted from current webcam and we convert the color space of the imag Then we mask skin regions using skin color range t a noise reduction operation. We made blobs fro gestures were recognized using these blobs. Using recognition, we could implement an effective bothering devices for CAVE. e framework for an reality research field vision techniques. ent image frame age into HSV space. e threshold and apply from the image and ing our hand gesture e interface without

Keywords: CAVE, Computer Vision, Ges Virtual Reality esture Recognition,

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Authors: Nadia Hmad, Tony Allen

Abstract:

This paper presents an ESN-based Arabic phoneme recognition system trained with supervised, forced and combined supervised/forced supervised learning algorithms. Mel-Frequency Cepstrum Coefficients (MFCCs) and Linear Predictive Code (LPC) techniques are used and compared as the input feature extraction technique. The system is evaluated using 6 speakers from the King Abdulaziz Arabic Phonetics Database (KAPD) for Saudi Arabia dialectic and 34 speakers from the Center for Spoken Language Understanding (CSLU2002) database of speakers with different dialectics from 12 Arabic countries. Results for the KAPD and CSLU2002 Arabic databases show phoneme recognition performances of 72.31% and 38.20% respectively.

Keywords: Arabic phonemes recognition, echo state networks (ESNs), neural networks (NNs), supervised learning.

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Authors: Mousmita Sarma, Krishna Dutta, Kandarpa Kumar Sarma

Abstract:

Speech corpus is one of the major components in a Speech Processing System where one of the primary requirements is to recognize an input sample. The quality and details captured in speech corpus directly affects the precision of recognition. The current work proposes a platform for speech corpus generation using an adaptive LMS filter and LPC cepstrum, as a part of an ANN based Speech Recognition System which is exclusively designed to recognize isolated numerals of Assamese language- a major language in the North Eastern part of India. The work focuses on designing an optimal feature extraction block and a few ANN based cooperative architectures so that the performance of the Speech Recognition System can be improved.

Keywords: Filter, Feature, LMS, LPC, Cepstrum, ANN.

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Authors: Liew Yee Ping, Pang Ying Han, Lau Siong Hoe, Ooi Shih Yin, Housam Khalifa Bashier Babiker

Abstract:

In face recognition, feature extraction techniques attempts to search for appropriate representation of the data. However, when the feature dimension is larger than the samples size, it brings performance degradation. Hence, we propose a method called Normalization Discriminant Independent Component Analysis (NDICA). The input data will be regularized to obtain the most reliable features from the data and processed using Independent Component Analysis (ICA). The proposed method is evaluated on three face databases, Olivetti Research Ltd (ORL), Face Recognition Technology (FERET) and Face Recognition Grand Challenge (FRGC). NDICA showed it effectiveness compared with other unsupervised and supervised techniques.

Keywords: Face recognition, small sample size, regularization, independent component analysis.

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Authors: Stefania Arguelles Reyes, Octavio José Salcedo Parra, Alberto Acosta López

Abstract:

This paper presents a web application for the improvement of images through recognition. The web application is based on the analysis of picture-based recognition methods that allow an improvement on the physical appearance of people posting in social networks. The basis relies on the study of tools that can correct or improve some features of the face, with the help of a wide collection of user images taken as reference to build a facial profile. Automatic facial profiling can be achieved with a deeper study of the Object Detection Library. It was possible to improve the initial images with the help of MATLAB and its filtering functions. The user can have a direct interaction with the program and manually adjust his preferences.

Keywords: Application, MATLAB, make up, model, recognition.

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Authors: Kandarpa Kumar Sarma

Abstract:

The key to the continued success of ANN depends, considerably, on the use of hybrid structures implemented on cooperative frame-works. Hybrid architectures provide the ability to the ANN to validate heterogeneous learning paradigms. This work describes the implementation of a set of Distributed and Hybrid ANN models for Character Recognition applied to Anglo-Assamese scripts. The objective is to describe the effectiveness of Hybrid ANN setups as innovative means of neural learning for an application like multilingual handwritten character and numeral recognition.

Keywords: Assamese, Feature, Recurrent.

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Authors: C. Ganesh Babu, P. T. Vanathi

Abstract:

In this paper we present an enhanced noise reduction method for robust speech recognition using Adaptive Gain Equalizer with Non linear Spectral Subtraction. In Adaptive Gain Equalizer method (AGE), the input signal is divided into a number of subbands that are individually weighed in time domain, in accordance to the short time Signal-to-Noise Ratio (SNR) in each subband estimation at every time instant. Instead of focusing on suppression the noise on speech enhancement is focused. When analysis was done under various noise conditions for speech recognition, it was found that Adaptive Gain Equalizer method algorithm has an obvious failing point for a SNR of -5 dB, with inadequate levels of noise suppression for SNR less than this point. This work proposes the implementation of AGE when coupled with Non linear Spectral Subtraction (AGE-NSS) for robust speech recognition. The experimental result shows that out AGE-NSS performs the AGE when SNR drops below -5db level.

Keywords: Adaptive Gain Equalizer, Non Linear Spectral Subtraction, Speech Enhancement, and Speech Recognition.

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Authors: Kyi Pyar Zaw, Zin Mar Kyu

Abstract:

Character recognition is the process of converting a text image file into editable and searchable text file. Feature Extraction is the heart of any character recognition system. The character recognition rate may be low or high depending on the extracted features. In the proposed paper, 25 features for one character are used in character recognition. Basically, there are three steps of character recognition such as character segmentation, feature extraction and classification. In segmentation step, horizontal cropping method is used for line segmentation and vertical cropping method is used for character segmentation. In the Feature extraction step, features are extracted in two ways. The first way is that the 8 features are extracted from the entire input character using eight direction chain code frequency extraction. The second way is that the input character is divided into 16 blocks. For each block, although 8 feature values are obtained through eight-direction chain code frequency extraction method, we define the sum of these 8 feature values as a feature for one block. Therefore, 16 features are extracted from that 16 blocks in the second way. We use the number of holes feature to cluster the similar characters. We can recognize the almost Myanmar common characters with various font sizes by using these features. All these 25 features are used in both training part and testing part. In the classification step, the characters are classified by matching the all features of input character with already trained features of characters.

Keywords: Chain code frequency, character recognition, feature extraction, features matching, segmentation.

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Authors: Sameh H. Ghwanmeh

Abstract:

In this study a clustering technique has been implemented which is K-Means like with hierarchical initial set (HKM). The goal of this study is to prove that clustering document sets do enhancement precision on information retrieval systems, since it was proved by Bellot & El-Beze on French language. A comparison is made between the traditional information retrieval system and the clustered one. Also the effect of increasing number of clusters on precision is studied. The indexing technique is Term Frequency * Inverse Document Frequency (TF * IDF). It has been found that the effect of Hierarchical K-Means Like clustering (HKM) with 3 clusters over 242 Arabic abstract documents from the Saudi Arabian National Computer Conference has significant results compared with traditional information retrieval system without clustering. Additionally it has been found that it is not necessary to increase the number of clusters to improve precision more.

Keywords: Hierarchical K-mean like clustering (HKM), Kmeans, cluster centroids, initial partition, and document distances

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Authors: Samir Abdelhamid, Noureddine Bouguechal

Abstract:

We report in this paper the procedure of a system of automatic speech recognition based on techniques of the dynamic programming. The technique of temporal retiming is a technique used to synchronize between two forms to compare. We will see how this technique is adapted to the field of the automatic speech recognition. We will expose, in a first place, the theory of the function of retiming which is used to compare and to adjust an unknown form with a whole of forms of reference constituting the vocabulary of the application. Then we will give, in the second place, the various algorithms necessary to their implementation on machine. The algorithms which we will present were tested on part of the corpus of words in Arab language Arabdic-10 [4] and gave whole satisfaction. These algorithms are effective insofar as we apply them to the small ones or average vocabularies.

Keywords: Continuous speech recognition, temporal retiming, phonetic decoding, algorithms, vocal signal, dynamic programming.

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Authors: Cheng-Chieh Chiang, Yi-Chia Chan, Greg C. Lee

Abstract:

This paper proposes a video-based framework for face recognition to identify which faces appear in a video sequence. Our basic idea is like a tracking task - to track a selection of person candidates over time according to the observing visual features of face images in video frames. Hence, we employ the state-space model to formulate video-based face recognition by dividing this problem into two parts: the likelihood and the transition measures. The likelihood measure is to recognize whose face is currently being observed in video frames, for which two-dimensional linear discriminant analysis is employed. The transition measure estimates the probability of changing from an incorrect recognition at the previous stage to the correct person at the current stage. Moreover, extra nodes associated with head nodes are incorporated into our proposed state-space model. The experimental results are also provided to demonstrate the robustness and efficiency of our proposed approach.

Keywords: 2DLDA, face recognition, state-space model, likelihood measure, transition measure.

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Authors: Chothmal, Basant Agarwal

Abstract:

Sentiment analysis means to classify a given review document into positive or negative polar document. Sentiment analysis research has been increased tremendously in recent times due to its large number of applications in the industry and academia. Sentiment analysis models can be used to determine the opinion of the user towards any entity or product. E-commerce companies can use sentiment analysis model to improve their products on the basis of users’ opinion. In this paper, we propose a new One-class Support Vector Machine (One-class SVM) based sentiment analysis model for movie review documents. In the proposed approach, we initially extract features from one class of documents, and further test the given documents with the one-class SVM model if a given new test document lies in the model or it is an outlier. Experimental results show the effectiveness of the proposed sentiment analysis model.

Keywords: Feature selection methods, Machine learning, NB, One-class SVM, Sentiment Analysis, Support Vector Machine.

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Authors: Deniz T. Sodiri, Venkat V S S Sastry

Abstract:

The paper presents an on-line recognition machine (RM) for continuous/isolated, dynamic and static gestures that arise in Flight Deck Officer (FDO) training. RM is based on generic pattern recognition framework. Gestures are represented as templates using summary statistics. The proposed recognition algorithm exploits temporal and spatial characteristics of gestures via dynamic programming and Markovian process. The algorithm predicts corresponding index of incremental input data in the templates in an on-line mode. Accumulated consistency in the sequence of prediction provides a similarity measurement (Score) between input data and the templates. The algorithm provides an intuitive mechanism for automatic detection of start/end frames of continuous gestures. In the present paper, we consider isolated gestures. The performance of RM is evaluated using four datasets - artificial (W TTest), hand motion (Yang) and FDO (tracker, vision-based ). RM achieves comparable results which are in agreement with other on-line and off-line algorithms such as hidden Markov model (HMM) and dynamic time warping (DTW). The proposed algorithm has the additional advantage of providing timely feedback for training purposes.

Keywords: On-line Recognition Algorithm, IsolatedDynamic/Static Gesture Recognition, On-line Markovian/DynamicProgramming, Training in Virtual Environments.

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Authors: Masahiro Ohmura, Koh Kakusho, Takeshi Okadome

Abstract:

This paper presents a regression model with autocorrelated errors in which the inputs are social moods obtained by analyzing the adjectives in Twitter posts using a document topic model, where document topics are extracted using LDA. The regression model predicts Dow Jones Industrial Average (DJIA) more precisely than autoregressive moving-average models.

Keywords: Regression model, social mood, stock market prediction, Twitter.

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Authors: Justin Leo Cheang Loong, Khazaimatol S Subari, Rosli Besar, Muhammad Kamil Abdullah

Abstract:

In this paper, a novel method for a biometric system based on the ECG signal is proposed, using spectral coefficients computed through linear predictive coding (LPC). ECG biometric systems have traditionally incorporated characteristics of fiducial points of the ECG signal as the feature set. These systems have been shown to contain loopholes and thus a non-fiducial system allows for tighter security. In the proposed system, incorporating non-fiducial features from the LPC spectrum produced a segment and subject recognition rate of 99.52% and 100% respectively. The recognition rates outperformed the biometric system that is based on the wavelet packet decomposition (WPD) algorithm in terms of recognition rates and computation time. This allows for LPC to be used in a practical ECG biometric system that requires fast, stringent and accurate recognition.

Keywords: biometric, ecg, linear predictive coding, wavelet packet decomposition

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Authors: Nurulisma Ismail, Halimah Badioze Zaman

Abstract:

Nowadays, web-based technologies influence in people-s daily life such as in education, business and others. Therefore, many web developers are too eager to develop their web applications with fully animation graphics and forgetting its accessibility to its users. Their purpose is to make their web applications look impressive. Thus, this paper would highlight on the usability and accessibility of a voice recognition browser as a tool to facilitate the visually impaired and blind learners in accessing virtual learning environment. More specifically, the objectives of the study are (i) to explore the challenges faced by the visually impaired learners in accessing virtual learning environment (ii) to determine the suitable guidelines for developing a voice recognition browser that is accessible to the visually impaired. Furthermore, this study was prepared based on an observation conducted with the Malaysian visually impaired learners. Finally, the result of this study would underline on the development of an accessible voice recognition browser for the visually impaired.

Keywords: Accessibility, Usability, Virtual Learning, Visually Impaired, Voice Recognition.

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Authors: C. Kwan, X. Li, D. Lao, Y. Deng, Z. Ren, B. Raj, R. Singh, R. Stern

Abstract:

Automated operations based on voice commands will become more and more important in many applications, including robotics, maintenance operations, etc. However, voice command recognition rates drop quite a lot under non-stationary and chaotic noise environments. In this paper, we tried to significantly improve the speech recognition rates under non-stationary noise environments. First, 298 Navy acronyms have been selected for automatic speech recognition. Data sets were collected under 4 types of noisy environments: factory, buccaneer jet, babble noise in a canteen, and destroyer. Within each noisy environment, 4 levels (5 dB, 15 dB, 25 dB, and clean) of Signal-to-Noise Ratio (SNR) were introduced to corrupt the speech. Second, a new algorithm to estimate speech or no speech regions has been developed, implemented, and evaluated. Third, extensive simulations were carried out. It was found that the combination of the new algorithm, the proper selection of language model and a customized training of the speech recognizer based on clean speech yielded very high recognition rates, which are between 80% and 90% for the four different noisy conditions. Fourth, extensive comparative studies have also been carried out.

Keywords: Non-stationary, speech recognition, voice commands.

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Authors: Harshit Mehrotra, Gaurav Agrawal, M.C. Srivastava

Abstract:

Computerized lip reading has been one of the most actively researched areas of computer vision in recent past because of its crime fighting potential and invariance to acoustic environment. However, several factors like fast speech, bad pronunciation, poor illumination, movement of face, moustaches and beards make lip reading difficult. In present work, we propose a solution for automatic lip contour tracking and recognizing letters of English language spoken by speakers using the information available from lip movements. Level set method is used for tracking lip contour using a contour velocity model and a feature vector of lip movements is then obtained. Character recognition is performed using modified k nearest neighbor algorithm which assigns more weight to nearer neighbors. The proposed system has been found to have accuracy of 73.3% for character recognition with speaker lip movements as the only input and without using any speech recognition system in parallel. The approach used in this work is found to significantly solve the purpose of lip reading when size of database is small.

Keywords: Contour Velocity Model, Lip Contour Tracking, LipReading, Visual Character Recognition.

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Authors: Banashree N. P., R. Vasanta

Abstract:

Recognition of Indian languages scripts is challenging problems. In Optical Character Recognition [OCR], a character or symbol to be recognized can be machine printed or handwritten characters/numerals. There are several approaches that deal with problem of recognition of numerals/character depending on the type of feature extracted and different way of extracting them. This paper proposes a recognition scheme for handwritten Hindi (devnagiri) numerals; most admired one in Indian subcontinent. Our work focused on a technique in feature extraction i.e. global based approach using end-points information, which is extracted from images of isolated numerals. These feature vectors are fed to neuro-memetic model [18] that has been trained to recognize a Hindi numeral. The archetype of system has been tested on varieties of image of numerals. . In proposed scheme data sets are fed to neuro-memetic algorithm, which identifies the rule with highest fitness value of nearly 100 % & template associates with this rule is nothing but identified numerals. Experimentation result shows that recognition rate is 92-97 % compared to other models.

Keywords: OCR, Global Feature, End-Points, Neuro-Memetic model.

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Authors: Hui-Yu Huang, Shih-Hang Hsu

Abstract:

In this paper, we propose a robust scheme to work face alignment and recognition under various influences. For face representation, illumination influence and variable expressions are the important factors, especially the accuracy of facial localization and face recognition. In order to solve those of factors, we propose a robust approach to overcome these problems. This approach consists of two phases. One phase is preprocessed for face images by means of the proposed illumination normalization method. The location of facial features can fit more efficient and fast based on the proposed image blending. On the other hand, based on template matching, we further improve the active shape models (called as IASM) to locate the face shape more precise which can gain the recognized rate in the next phase. The other phase is to process feature extraction by using principal component analysis and face recognition by using support vector machine classifiers. The results show that this proposed method can obtain good facial localization and face recognition with varied illumination and local distortion.

Keywords: Gabor filter, improved active shape model (IASM), principal component analysis (PCA), face alignment, face recognition, support vector machine (SVM)

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Authors: Zixuan Xu, Yichun Lou, Yang Song, Zihuai Lin

Abstract:

MediaPipe is an open-source machine learning computer vision framework that can be ported into a multi-platform environment, which makes it easier to use it to recognize human activity. Based on this framework, many human recognition systems have been created, but the fundamental issue is the recognition of human behavior and posture. In this paper, two methods are proposed to recognize human gestures based on MediaPipe, the first one uses the Adaptive Boosting algorithm to recognize a series of fitness gestures, and the second one uses the Fast Dynamic Time Warping algorithm to recognize 413 continuous fitness actions. These two methods are also applicable to any human posture movement recognition.

Keywords: Computer Vision, MediaPipe, Adaptive Boosting, Fast Dynamic Time Warping.

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Authors: Yanting Cao, Kazumitsu Nawata

Abstract:

As smartphones are continually upgrading, their software and hardware are getting smarter, so the smartphone-based human activity recognition will be described more refined, complex and detailed. In this context, we analyzed a set of experimental data, obtained by observing and measuring 30 volunteers with six activities of daily living (ADL). Due to the large sample size, especially a 561-feature vector with time and frequency domain variables, cleaning these intractable features and training a proper model become extremely challenging. After a series of feature selection and parameters adjustments, a well-performed SVM classifier has been trained. 

Keywords: smart sensors, human activity recognition, artificial intelligence, SVM

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Authors: M. Satya Sai Ram, P. Siddaiah, M. Madhavi Latha

Abstract:

This paper investigates the performance of a speech recognizer in an interactive voice response system for various coded speech signals, coded by using a vector quantization technique namely Multi Switched Split Vector Quantization Technique. The process of recognizing the coded output can be used in Voice banking application. The recognition technique used for the recognition of the coded speech signals is the Hidden Markov Model technique. The spectral distortion performance, computational complexity, and memory requirements of Multi Switched Split Vector Quantization Technique and the performance of the speech recognizer at various bit rates have been computed. From results it is found that the speech recognizer is showing better performance at 24 bits/frame and it is found that the percentage of recognition is being varied from 100% to 93.33% for various bit rates.

Keywords: Linear predictive coding, Speech Recognition, Voice banking, Multi Switched Split Vector Quantization, Hidden Markov Model, Linear Predictive Coefficients.

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Authors: Deniz T. Sodiri, Venkat V S S Sastry

Abstract:

The paper presents an on-line recognition machine (RM) for continuous/isolated, dynamic and static gestures that arise in Flight Deck Officer (FDO) training. RM is based on generic pattern recognition framework. Gestures are represented as templates using summary statistics. The proposed recognition algorithm exploits temporal and spatial characteristics of gestures via dynamic programming and Markovian process. The algorithm predicts corresponding index of incremental input data in the templates in an on-line mode. Accumulated consistency in the sequence of prediction provides a similarity measurement (Score) between input data and the templates. The algorithm provides an intuitive mechanism for automatic detection of start/end frames of continuous gestures. In the present paper, we consider isolated gestures. The performance of RM is evaluated using four datasets - artificial (W TTest), hand motion (Yang) and FDO (tracker, vision-based ). RM achieves comparable results which are in agreement with other on-line and off-line algorithms such as hidden Markov model (HMM) and dynamic time warping (DTW). The proposed algorithm has the additional advantage of providing timely feedback for training purposes.

Keywords: On-line Recognition Algorithm, IsolatedDynamic/Static Gesture Recognition, On-line Markovian/DynamicProgramming, Training in Virtual Environments.

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Authors: Hassan Haghighi, Seyedeh Zahra Hosseini, Seyedeh Elahe Jalambadani

Abstract:

One of the most important aspects expected from an ERP system is to mange user\administrator manual documents dynamically. Since an ERP package is frequently changed during its implementation in customer sites, it is often needed to add new documents and/or apply required changes to existing documents in order to cover new or changed capabilities. The worse is that since these changes occur continuously, the corresponding documents should be updated dynamically; otherwise, implementing the ERP package in the organization encounters serious risks. In this paper, we propose a new architecture which is based on the agent oriented vision and supplies the dynamic document generation expected from ERP systems using several independent but cooperative agents. Beside the dynamic document generation which is the main issue of this paper, the presented architecture will address some aspects of intelligence and learning capabilities existing in ERP.

Keywords: enterprise resource planning, dynamic documentgeneration, software architecture, agent oriented architecture, learning, intelligence

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Authors: Lu Zhang, Chunping Li, Jun Liu, Hui Wang

Abstract:

Text similarity measurement is a fundamental issue in many textual applications such as document clustering, classification, summarization and question answering. However, prevailing approaches based on Vector Space Model (VSM) more or less suffer from the limitation of Bag of Words (BOW), which ignores the semantic relationship among words. Enriching document representation with background knowledge from Wikipedia is proven to be an effective way to solve this problem, but most existing methods still cannot avoid similar flaws of BOW in a new vector space. In this paper, we propose a novel text similarity measurement which goes beyond VSM and can find semantic affinity between documents. Specifically, it is a unified graph model that exploits Wikipedia as background knowledge and synthesizes both document representation and similarity computation. The experimental results on two different datasets show that our approach significantly improves VSM-based methods in both text clustering and classification.

Keywords: Text classification, Text clustering, Text similarity, Wikipedia

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Authors: Mohamed El Aroussi, Mohammed El Hassouni, Sanaa Ghouzali, Mohammed Rziza, Driss Aboutajdine

Abstract:

In this paper the problem of face recognition under variable illumination conditions is considered. Most of the works in the literature exhibit good performance under strictly controlled acquisition conditions, but the performance drastically drop when changes in pose and illumination occur, so that recently number of approaches have been proposed to deal with such variability. The aim of this work is to introduce an efficient local appearance feature extraction method based steerable pyramid (SP) for face recognition. Local information is extracted from SP sub-bands using LBP(Local binary Pattern). The underlying statistics allow us to reduce the required amount of data to be stored. The experiments carried out on different face databases confirm the effectiveness of the proposed approach.

Keywords: Face recognition (FR), Steerable pyramid (SP), localBinary Pattern (LBP).

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Authors: Kiyoko Yoshimura, Yasunobu Kino

Abstract:

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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