Search results for: distance detection

Authors: Ayat E. Ali, Christeen R. Aziz, Merna A. Helmy, Mohammed M. Malek, Sherif H. El-Gohary

Abstract:

Goal: Purpose of the project was to make a plastic surgery prediction by using pre-operative images for the plastic surgeries’ patients and to show this prediction on a screen to compare between the current case and the appearance after the surgery. Methods: To this aim, we implemented a software which used data from the internet for facial skin diseases, skin burns, pre-and post-images for plastic surgeries then the post- surgical prediction is done by using K-nearest neighbor (KNN). So we designed and fabricated a smart mirror divided into two parts a screen and a reflective mirror so patient's pre- and post-appearance will be showed at the same time. Results: We worked on some skin diseases like vitiligo, skin burns and wrinkles. We classified the three degrees of burns using KNN classifier with accuracy 60%. We also succeeded in segmenting the area of vitiligo. Our future work will include working on more skin diseases, classify them and give a prediction for the look after the surgery. Also we will go deeper into facial deformities and plastic surgeries like nose reshaping and face slim down. Conclusion: Our project will give a prediction relates strongly to the real look after surgery and decrease different diagnoses among doctors. Significance: The mirror may have broad societal appeal as it will make the distance between patient's satisfaction and the medical standards smaller.

Keywords: K-nearest neighbor, face detection, vitiligo, bone deformity.

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Authors: A. Jabbari, R. Jedermann, W. Lang

Abstract:

The new idea of this research is application of a new fault detection and isolation (FDI) technique for supervision of sensor networks in transportation system. In measurement systems, it is necessary to detect all types of faults and failures, based on predefined algorithm. Last improvements in artificial neural network studies (ANN) led to using them for some FDI purposes. In this paper, application of new probabilistic neural network features for data approximation and data classification are considered for plausibility check in temperature measurement. For this purpose, two-phase FDI mechanism was considered for residual generation and evaluation.

Keywords: Fault detection and Isolation, Neural network, Temperature measurement, measurement approximation and classification.

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Authors: Rajoo Pandey

Abstract:

The performance of an image filtering system depends on its ability to detect the presence of noisy pixels in the image. Most of the impulse detection schemes assume the presence of salt and pepper noise in the images and do not work satisfactorily in case of uniformly distributed impulse noise. In this paper, a new algorithm is presented to improve the performance of switching median filter in detection of uniformly distributed impulse noise. The performance of the proposed scheme is demonstrated by the results obtained from computer simulations on various images.

Keywords: Switching median filter, Impulse noise, Imagefiltering, Impulse detection.

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Authors: Somnath Dey, Debasis Samanta

Abstract:

Iris-based biometric system is gaining its importance in several applications. However, processing of iris biometric is a challenging and time consuming task. Detection of iris part in an eye image poses a number of challenges such as, inferior image quality, occlusion of eyelids and eyelashes etc. Due to these problems it is not possible to achieve 100% accuracy rate in any iris-based biometric authentication systems. Further, iris detection is a computationally intensive task in the overall iris biometric processing. In this paper, we address these two problems and propose a technique to localize iris part efficiently and accurately. We propose scaling and color level transform followed by thresholding, finding pupil boundary points for pupil boundary detection and dilation, thresholding, vertical edge detection and removal of unnecessary edges present in the eye images for iris boundary detection. Scaling reduces the search space significantly and intensity level transform is helpful for image thresholding. Experimental results show that our approach is comparable with the existing approaches. Following our approach it is possible to detect iris part with 95-99% accuracy as substantiated by our experiments on CASIA Ver-3.0, ICE 2005, UBIRIS, Bath and MMU iris image databases.

Keywords: Iris recognition, iris localization, biometrics, image processing.

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Authors: Nor Azuana Ramli, Mohd Tahir Ismail, Hooy Chee Wooi

Abstract:

Developing a stable early warning system (EWS) model that is capable to give an accurate prediction is a challenging task. This paper introduces k-nearest neighbour (k-NN) method which never been applied in predicting currency crisis before with the aim of increasing the prediction accuracy. The proposed k-NN performance depends on the choice of a distance that is used where in our analysis; we take the Euclidean distance and the Manhattan as a consideration. For the comparison, we employ three other methods which are logistic regression analysis (logit), back-propagation neural network (NN) and sequential minimal optimization (SMO). The analysis using datasets from 8 countries and 13 macro-economic indicators for each country shows that the proposed k-NN method with k = 4 and Manhattan distance performs better than the other methods.

Keywords: Currency crisis, k-nearest neighbour method, logit, neural network.

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Authors: Fathi Taibi, Fouad Mohammed Abbou, Md. Jahangir Alam

Abstract:

The complexity of today-s software systems makes collaborative development necessary to accomplish tasks. Frameworks are necessary to allow developers perform their tasks independently yet collaboratively. Similarity detection is one of the major issues to consider when developing such frameworks. It allows developers to mine existing repositories when developing their own views of a software artifact, and it is necessary for identifying the correspondences between the views to allow merging them and checking their consistency. Due to the importance of the requirements specification stage in software development, this paper proposes a framework for collaborative development of Object- Oriented formal specifications along with a similarity detection approach to support the creation, merging and consistency checking of specifications. The paper also explores the impact of using additional concepts on improving the matching results. Finally, the proposed approach is empirically evaluated.

Keywords: Collaborative Development, Formal methods, Object-Oriented, Similarity detection

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Authors: R. Loukil, M. Chtourou, T. Damak

Abstract:

In this work, we use the Fault detection and isolation and the Fault tolerant control based on sliding mode observer in order to introduce the well diagnosis of a nonlinear system. The robustness of the proposed observer for the two techniques is tested through a physical example. The results in this paper show the interaction between the Fault tolerant control and the Diagnosis procedure.

Keywords: Fault detection and isolation “FDI”, Fault tolerant control “FTC”, sliding mode observer, nonlinear system, robustness, stability.

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Authors: Maria Jokela, Matti Kutila, Jukka Laitinen, Florian Ahlers, Nicolas Hautière, TobiasSchendzielorz

Abstract:

It has been shown that in most accidents the driver is responsible due to being distracted or misjudging the situation. In order to solve such problems research has been dedicated to developing driver assistance systems that are able to monitor the traffic situation around the vehicle. This paper presents methods for recognizing several circumstances on a road. The methods use both the in-vehicle warning systems and the roadside infrastructure. Preliminary evaluation results for fog and ice-on-road detection are presented. The ice detection results are based on data recorded in a test track dedicated to tyre friction testing. The achieved results anticipate that ice detection could work at a performance of 70% detection with the right setup, which is a good foundation for implementation. However, the full benefit of the presented cooperative system is achieved by fusing the outputs of multiple data sources, which is the key point of discussion behind this publication.

Keywords: Smart roads, traffic monitoring, traffic scenedetection.

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Authors: R. Sridevi, G. Jagajothi

Abstract:

Artificial Immune Systems (AIS), inspired by the human immune system, are algorithms and mechanisms which are self-adaptive and self-learning classifiers capable of recognizing and classifying by learning, long-term memory and association. Unlike other human system inspired techniques like genetic algorithms and neural networks, AIS includes a range of algorithms modeling on different immune mechanism of the body. In this paper, a mechanism of a human immune system based on apoptosis is adopted to build an Intrusion Detection System (IDS) to protect computer networks. Features are selected from network traffic using Fisher Score. Based on the selected features, the record/connection is classified as either an attack or normal traffic by the proposed methodology. Simulation results demonstrates that the proposed AIS based on apoptosis performs better than existing AIS for intrusion detection.

Keywords: Apoptosis, Artificial Immune System (AIS), Fisher Score, KDD dataset, Network intrusion detection.

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Authors: J. Seetaram, P. Satish Kumar

Abstract:

Mobile Adhoc Networks (MANETs) are infrastructure-less, dynamic network of collections of wireless mobile nodes communicating with each other without any centralized authority. A MANET is a mobile device of interconnections through wireless links, forming a dynamic topology. Routing protocols have a big role in data transmission across a network. Routing protocols, two major classifications are unipath and multipath. This study evaluates performance of an on-demand multipath routing protocol named Adhoc On-demand Multipath Distance Vector routing (AOMDV). This study proposes Energy Aware AOMDV (EAAOMDV) an extension of AOMDV which decreases energy consumed on a route.

Keywords: Mobile Adhoc Network (MANET), unipath, multipath, Adhoc On-demand Multipath Distance Vector routing (AOMDV).

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Authors: Xiang Yu, Chuntao Feng, Lu Yang, Meiyang Song, Wenhao Zhou

Abstract:

The existing two-dimensional micro-Doppler features extraction ignores the correlation information between the spatial and temporal dimension features. For the range-Doppler map, the time dimension is introduced, and a frequency modulation continuous wave (FMCW) radar human fall detection algorithm based on time-varying range-Doppler features is proposed. Firstly, the range-Doppler sequence maps are generated from the echo signals of the continuous motion of the human body collected by the radar. Then the three-dimensional data cube composed of multiple frames of range-Doppler maps is input into the three-dimensional Convolutional Neural Network (3D CNN). The spatial and temporal features of time-varying range-Doppler are extracted by the convolution layer and pool layer at the same time. Finally, the extracted spatial and temporal features are input into the fully connected layer for classification. The experimental results show that the proposed fall detection algorithm has a detection accuracy of 95.66%.

Keywords: FMCW radar, fall detection, 3D CNN, time-varying range-Doppler features.

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Authors: Konstantinos Perifanos, Eirini Florou, Dionysis Goutsos

Abstract:

This paper presents and benchmarks a number of end-to-end Deep Learning based models for metaphor detection in Greek. We combine Convolutional Neural Networks and Recurrent Neural Networks with representation learning to bear on the metaphor detection problem for the Greek language. The models presented achieve exceptional accuracy scores, significantly improving the previous state-of-the-art results, which had already achieved accuracy 0.82. Furthermore, no special preprocessing, feature engineering or linguistic knowledge is used in this work. The methods presented achieve accuracy of 0.92 and F-score 0.92 with Convolutional Neural Networks (CNNs) and bidirectional Long Short Term Memory networks (LSTMs). Comparable results of 0.91 accuracy and 0.91 F-score are also achieved with bidirectional Gated Recurrent Units (GRUs) and Convolutional Recurrent Neural Nets (CRNNs). The models are trained and evaluated only on the basis of training tuples, the related sentences and their labels. The outcome is a state-of-the-art collection of metaphor detection models, trained on limited labelled resources, which can be extended to other languages and similar tasks.

Keywords: Metaphor detection, deep learning, representation learning, embeddings.

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Authors: Syadiah Nor Wan Shamsuddin, Valerie Lesk , Hassan Ugail

Abstract:

Early detection of dementia by testing the spatial memory can be applied using a virtual environment. This paper presents guidelines on how to design a virtual environment specifically for elderly in early detection of dementia. The specific design needs to be considered because the effectiveness of the technology relies on the ability of the end user to use it. The primary goal of these guidelines is to promote accessibility. Based on these guidelines, a virtual simulation was developed and evaluated. The results on usability of acceptance and satisfaction that are tested on young (control group) and elderly participants indicate that these guidelines are reliable and useful for use with elderly people.

Keywords: Virtual Environment, spatial memory, design, guidelines

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Authors: Kazuaki Maeda

Abstract:

This paper describes a code clone visualization method, called FC graph, and the implementation issues. Code clone detection tools usually show the results in a textual representation. If the results are large, it makes a problem to software maintainers with understanding them. One of the approaches to overcome the situation is visualization of code clone detection results. A scatter plot is a popular approach to the visualization. However, it represents only one-to-one correspondence and it is difficult to find correspondence of code clones over multiple files. FC graph represents correspondence among files, code clones and packages in Java. All nodes in FC graph are positioned using force-directed graph layout, which is dynami- cally calculated to adjust the distances of nodes until stabilizing them. We applied FC graph to some open source programs and visualized the results. In the author’s experience, FC graph is helpful to grasp correspondence of code clones over multiple files and also code clones with in a file.

Keywords: code clone detection, program comprehension, software maintenance, visualization

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Authors: M. Benattou, K. Tamine

Abstract:

This paper presents a distributed intrusion detection system IDS, based on the concept of specialized distributed agents community representing agents with the same purpose for detecting distributed attacks. The semantic of intrusion events occurring in a predetermined network has been defined. The correlation rules referring the process which our proposed IDS combines the captured events that is distributed both spatially and temporally. And then the proposed IDS tries to extract significant and broad patterns for set of well-known attacks. The primary goal of our work is to provide intrusion detection and real-time prevention capability against insider attacks in distributed and fully automated environments.

Keywords: Mobile agent, specialized agent, interpreter agent, event rules, correlation.

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Authors: Veljko Jeremic, Milica Kostic-Stankovic, Aleksandar Markovic, Milan Martic

Abstract:

Evaluating the efficiency of decision making units has been frequently elaborated on in numerous publications. In this paper, the theoretical framework for a novel method of Distance Based Analysis (DBA) is presented. In addition, the method is performed on a sample of the ARWU’s top 54 Universities of the United States; the findings of which clearly demonstrate that the best ranked Universities are far from also being the most efficient.

Keywords: Evaluating Efficiency, Distance Based Analysis, Ranking of Universities, ARWU.

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Authors: Eric P. Jiang

Abstract:

As the Internet continues to grow at a rapid pace as the primary medium for communications and commerce and as telecommunication networks and systems continue to expand their global reach, digital information has become the most popular and important information resource and our dependence upon the underlying cyber infrastructure has been increasing significantly. Unfortunately, as our dependency has grown, so has the threat to the cyber infrastructure from spammers, attackers and criminal enterprises. In this paper, we propose a new machine learning based network intrusion detection framework for cyber security. The detection process of the framework consists of two stages: model construction and intrusion detection. In the model construction stage, a semi-supervised machine learning algorithm is applied to a collected set of network audit data to generate a profile of normal network behavior and in the intrusion detection stage, input network events are analyzed and compared with the patterns gathered in the profile, and some of them are then flagged as anomalies should these events are sufficiently far from the expected normal behavior. The proposed framework is particularly applicable to the situations where there is only a small amount of labeled network training data available, which is very typical in real world network environments.

Keywords: classification, data analysis and mining, network intrusion detection, semi-supervised learning.

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Authors: Abdul Kadir Jumaat, Siti Salmah Yasiran, Wan Eny Zarina Wan Abd Rahman, Aminah Abdul Malek

Abstract:

A mammography image is composed of low contrast area where the breast tissues and the breast abnormalities such as microcalcification can hardly be differentiated by the medical practitioner. This paper presents the application of active contour models (Snakes) for the segmentation of microcalcification in mammography images. Comparison on the microcalcifiation areas segmented by the Balloon Snake, Gradient Vector Flow (GVF) Snake, and Distance Snake is done against the true value of the microcalcification area. The true area value is the average microcalcification area in the original mammography image traced by the expert radiologists. From fifty images tested, the result obtained shows that the accuracy of the Balloon Snake, GVF Snake, and Distance Snake in segmenting boundaries of microcalcification are 96.01%, 95.74%, and 95.70% accuracy respectively. This implies that the Balloon Snake is a better segmentation method to locate the exact boundary of a microcalcification region.

Keywords: Balloon Snake, GVF Snake, Distance Snake, Mammogram, Microcalcifications, Segmentation

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Authors: Hazem M. El-Bakry, Qiangfu Zhao

Abstract:

Recently, fast neural networks for object/face detection were presented in [1-3]. The speed up factor of these networks relies on performing cross correlation in the frequency domain between the input image and the weights of the hidden layer. But, these equations given in [1-3] for conventional and fast neural networks are not valid for many reasons presented here. In this paper, correct equations for cross correlation in the spatial and frequency domains are presented. Furthermore, correct formulas for the number of computation steps required by conventional and fast neural networks given in [1-3] are introduced. A new formula for the speed up ratio is established. Also, corrections for the equations of fast multi scale object/face detection are given. Moreover, commutative cross correlation is achieved. Simulation results show that sub-image detection based on cross correlation in the frequency domain is faster than classical neural networks.

Keywords: Conventional Neural Networks, Fast Neural Networks, Cross Correlation in the Frequency Domain.

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Authors: Elizabeth M. Hodge, Sharon K. Collins, Eric Kisling

Abstract:

Virtual environments are a hot topic in academia and more importantly in courses offered via distance education. Today-s gaming generation view virtual worlds as strong social and interactive mediums for communicating and socializing. And while institutions of higher education are challenged with increasing enrollment while balancing budget cuts, offering effective courses via distance education become a valid option. Educators can utilize virtual worlds to offer students an enhanced learning environment which has the power to alleviate feelings of isolation through the promotion of communication, interaction, collaboration, teamwork, feedback, engagement and constructivists learning activities. This paper focuses on the use of virtual environments to facilitate interaction in distance education courses so as to produce positive learning outcomes for students. Furthermore, the instructional strategies were reviewed and discussed for use in virtual worlds to enhance learning within a social context.

Keywords: Virtual Environments, Second Life, Instructional Strategies and Technology

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Authors: Fayez M. Idris, Nehal I. AlZubaidi

Abstract:

Breast cancer detection techniques have been reported to aid radiologists in analyzing mammograms. We note that most techniques are performed on uncompressed digital mammograms. Mammogram images are huge in size necessitating the use of compression to reduce storage/transmission requirements. In this paper, we present an algorithm for the detection of microcalcifications in the JPEG2000 domain. The algorithm is based on the statistical properties of the wavelet transform that the JPEG2000 coder employs. Simulation results were carried out at different compression ratios. The sensitivity of this algorithm ranges from 92% with a false positive rate of 4.7 down to 66% with a false positive rate of 2.1 using lossless compression and lossy compression at a compression ratio of 100:1, respectively.

Keywords: Breast cancer, JPEG2000, mammography, microcalcifications.

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Authors: Kjersti Engan, Thor Ole Gulsrud, Karl Fredrik Fretheim, Barbro Furebotten Iversen, Liv Eriksen

Abstract:

Clusters of microcalcifications in mammograms are an important sign of breast cancer. This paper presents a complete Computer Aided Detection (CAD) scheme for automatic detection of clustered microcalcifications in digital mammograms. The proposed system, MammoScan μCaD, consists of three main steps. Firstly all potential microcalcifications are detected using a a method for feature extraction, VarMet, and adaptive thresholding. This will also give a number of false detections. The goal of the second step, Classifier level 1, is to remove everything but microcalcifications. The last step, Classifier level 2, uses learned dictionaries and sparse representations as a texture classification technique to distinguish single, benign microcalcifications from clustered microcalcifications, in addition to remove some remaining false detections. The system is trained and tested on true digital data from Stavanger University Hospital, and the results are evaluated by radiologists. The overall results are promising, with a sensitivity > 90 % and a low false detection rate (approx 1 unwanted pr. image, or 0.3 false pr. image).

Keywords: mammogram, microcalcifications, detection, CAD, MammoScan μCaD, VarMet, dictionary learning, texture, FTCM, classification, adaptive thresholding

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Authors: Ayaz Keerio, Bhargav Kumar Mitra, Philip Birch, Rupert Young, Chris Chatwin

Abstract:

Preprocessing of speech signals is considered a crucial step in the development of a robust and efficient speech or speaker recognition system. In this paper, we present some popular statistical outlier-detection based strategies to segregate the silence/unvoiced part of the speech signal from the voiced portion. The proposed methods are based on the utilization of the 3 σ edit rule, and the Hampel Identifier which are compared with the conventional techniques: (i) short-time energy (STE) based methods, and (ii) distribution based methods. The results obtained after applying the proposed strategies on some test voice signals are encouraging.

Keywords: STE based methods, Mahalanobis distance, 3 edit σ rule, Hampel Identifier.

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Authors: Olesya Bolkhovskaya, Alexander Maltsev

Abstract:

In this work the characteristics of spatial signal detec¬tion from an antenna array in various sample cases are investigated. Cases for a various number of available prior information about the received signal and the background noise are considered. The spatial difference between a signal and noise is only used. The performance characteristics and detecting curves are presented. All test-statistics are obtained on the basis of the generalized likelihood ratio (GLR). The received results are correct for a short and long sample.

Keywords: GLR test-statistic, detection task, generalized likelihood ratio, antenna array, detection curves, performance characteristics.

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Authors: M. Ben Othmen, M. Sayadi, F. Fnaiech

Abstract:

Wavelet transform provides several important characteristics which can be used in a texture analysis and classification. In this work, an efficient texture classification method, which combines concepts from wavelet and co-occurrence matrices, is presented. An Euclidian distance classifier is used to evaluate the various methods of classification. A comparative study is essential to determine the ideal method. Using this conjecture, we developed a novel feature set for texture classification and demonstrate its effectiveness

Keywords: Classification, Wavelet, Co-occurrence, Euclidian Distance, Classifier, Texture.

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Authors: Essam Al Daoud

Abstract:

Genome rearrangement is an important area in computational biology and bioinformatics. The basic problem in genome rearrangements is to compute the edit distance, i.e., the minimum number of operations needed to transform one genome into another. Unfortunately, unsigned genome rearrangement problem is NP-hard. In this study an improved ant colony optimization algorithm to approximate the edit distance is proposed. The main idea is to convert the unsigned permutation to signed permutation and evaluate the ants by using Kaplan algorithm. Two new operations are added to the standard ant colony algorithm: Replacing the worst ants by re-sampling the ants from a new probability distribution and applying the crossover operations on the best ants. The proposed algorithm is tested and compared with the improved breakpoint reversal sort algorithm by using three datasets. The results indicate that the proposed algorithm achieves better accuracy ratio than the previous methods.

Keywords: Ant colony algorithm, Edit distance, Genome breakpoint, Genome rearrangement, Reversal sort.

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Authors: Lun-Ping Hung, Nan-Chen Hsieh, Chia-Ling Ho, Chien-Liang Chen

Abstract:

Currently, most of distance learning courses can only deliver standard material to students. Students receive course content passively which leads to the neglect of the goal of education – “to suit the teaching to the ability of students". Providing appropriate course content according to students- ability is the main goal of this paper. Except offering a series of conventional learning services, abundant information available, and instant message delivery, a complete online learning environment should be able to distinguish between students- ability and provide learning courses that best suit their ability. However, if a distance learning site contains well-designed course content and design but fails to provide adaptive courses, students will gradually loss their interests and confidence in learning and result in ineffective learning or discontinued learning. In this paper, an intelligent tutoring system is proposed and it consists of several modules working cooperatively in order to build an adaptive learning environment for distance education. The operation of the system is based on the result of Self-Organizing Map (SOM) to divide students into different groups according to their learning ability and learning interests and then provide them with suitable course content. Accordingly, the problem of information overload and internet traffic problem can be solved because the amount of traffic accessing the same content is reduced.

Keywords: Distance Learning, Intelligent Tutoring System(ITS), Self-Organizing Map (SOM)

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Authors: Antoni Ivanov, Nikolay Dandanov, Nicole Christoff, Vladimir Poulkov

Abstract:

Spectrum underutilization has made cognitive radio a promising technology both for current and future telecommunications. This is due to the ability to exploit the unused spectrum in the bands dedicated to other wireless communication systems, and thus, increase their occupancy. The essential function, which allows the cognitive radio device to perceive the occupancy of the spectrum, is spectrum sensing. In this paper, the performance of modern adaptations of the four most widely used spectrum sensing techniques namely, energy detection (ED), cyclostationary feature detection (CSFD), matched filter (MF) and eigenvalues-based detection (EBD) is compared. The implementation has been accomplished through the PlutoSDR hardware platform and the GNU Radio software package in very low Signal-to-Noise Ratio (SNR) conditions. The optimal detection performance of the examined methods in a realistic implementation-oriented model is found for the common relevant parameters (number of observed samples, sensing time and required probability of false alarm).

Keywords: Cognitive radio, dynamic spectrum access, GNU Radio, spectrum sensing.

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Authors: Deeman Yousif Mahmood, Mohammed Abdullah Hussein

Abstract:

The goal of a network-based intrusion detection system is to classify activities of network traffics into two major categories: normal and attack (intrusive) activities. Nowadays, data mining and machine learning plays an important role in many sciences; including intrusion detection system (IDS) using both supervised and unsupervised techniques. However, one of the essential steps of data mining is feature selection that helps in improving the efficiency, performance and prediction rate of proposed approach. This paper applies unsupervised K-means clustering algorithm with information gain (IG) for feature selection and reduction to build a network intrusion detection system. For our experimental analysis, we have used the new NSL-KDD dataset, which is a modified dataset for KDDCup 1999 intrusion detection benchmark dataset. With a split of 60.0% for the training set and the remainder for the testing set, a 2 class classifications have been implemented (Normal, Attack). Weka framework which is a java based open source software consists of a collection of machine learning algorithms for data mining tasks has been used in the testing process. The experimental results show that the proposed approach is very accurate with low false positive rate and high true positive rate and it takes less learning time in comparison with using the full features of the dataset with the same algorithm.

Keywords: Information Gain (IG), Intrusion Detection System (IDS), K-means Clustering, Weka.

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Authors: John Walton, Vishal Parikh

Abstract:

Contact centres have been exemplars of scientific management in the discipline of operations management for more than a decade now. With the movement of industries from a resource based economy to knowledge based economy businesses have started to realize the customer eccentricity being the key to sustainability amidst high velocity of the market. However, as technologies have converged and advanced, so have the contact centres. Contact Centres have redirected the supply chains and the concept of retailing is highly diminished due to over exaggeration of cost reduction strategies. In conditions of high environmental velocity together with services featuring considerable information intensity contact centres will require up to date and enlightened agents to satisfy the demands placed upon them by those requesting their services. In this paper we examine salient factors such as Power Distance, Knowledge structures and the dynamics of job specialisation and enlargement to suggest critical success factors in the domain of contact centres.

Keywords: Post Taylorism, Knowledge Management, Power Distance, Organisational Learning

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