PurposeThe paper proposes to evaluate the need for knowledge management in a call centre for improving quality of customer services, by addressing the issues specifically relating to information and knowledge management.Design/methodology/approachMethodology adopted in this research is qualitative, namely ethnography. After examining six models from literature review, a knowledge management model is developed for implementation to assess the required effort to compare against the expected benefits.FindingsKnowledge management could be achieved by effectively managing the five roles of knowledge, namely knowledge acquisition, utilisation, adaptation, distribution, and generation. Comparison of the benefits against the efforts has clearly justified the knowledge management efforts in the case study.Research limitations/implicationsThe knowledge management model could be adapted in other service sectors with similar characteristics to a call centre.Practical implicationsThe paper provides details of solutions to call centres on the approach to making knowledge management work in practice.Originality/valueA new knowledge management model was developed for applying the knowledge management concept in call centres. The approaches to managing knowledge in the model have yielded a number of benefits as demonstrated by a case study. This work will be beneficial to researchers and practitioners who are interested in applying knowledge management in call centres and/or service sectors with similar characteristics.
We develop a belief space planning approach that advances the state of the art by incorporating reasoning about data association within planning, while considering additional sources of uncertainty. Existing belief space planning approaches typically assume that data association is given and perfect, an assumption that can be harder to justify during operation in the presence of localization uncertainty, or in ambiguous and perceptually aliased environments. By contrast, our data association aware belief space planning (DA-BSP) approach explicitly reasons about data association within belief evolution owing to candidate actions, and as such can better accommodate these challenging real-world scenarios. In particular, we show that, owing to perceptual aliasing, a posterior belief can become a mixture of probability distribution functions and design cost functions, which measure the expected level of ambiguity and posterior uncertainty given candidate action. Furthermore, we also investigate more challenging situations, such as when prior belief is multimodal and when data association aware planning is performed over several look-ahead steps. Our framework models the belief as a Gaussian mixture model. Another unique aspect of this approach is that the number of components of this Gaussian mixture model can increase as well as decrease, thereby reflecting reality more accurately. Using these and standard costs (e.g. control penalty, distance to goal) within the objective function yields a general framework that reliably represents action impact and, in particular, is capable of active disambiguation. Our approach is thus applicable to both robust perception in a passive setting with data given a priori and in an active setting, such as in autonomous navigation in perceptually aliased environments. We demonstrate key aspects of DA-BSP in a theoretical example, in a Gazebo-based realistic simulation, and also on the real robotic platform using a Pioneer robot in an office environment.
Autonomous robots operating in large knowledgeintensive domains require planning in the discrete (task) space and the continuous (motion) space. In knowledge-intensive domains, on the one hand, robots have to reason at the highestlevel, for example the regions to navigate to or objects to be picked up and their properties; on the other hand, the feasibility of the respective navigation tasks have to be checked at the controller execution level. Moreover, employing multiple robots offer enhanced performance capabilities over a single robot performing the same task. To this end, we present an integrated multi-robot task-motion planning framework for navigation in knowledge-intensive domains. In particular, we consider a distributed multi-robot setting incorporating mutual observations between the robots. The framework is intended for motion planning under motion and sensing uncertainty, which is formally known as belief space planning. The underlying methodology and its limitations are discussed, providing suggestions for improvements and future work. We validate key aspects of our approach in simulation.
We introduce a unified simulation framework that generates natural sensing environments and produces biosonar echoes under various sensing scenarios. This framework produces rich sensory data with environmental information completely known, thus can be used for the training of robotic algorithms for biosonar-based Unmanned Aerial Vehicles. The simulated environment consists of random trees with full geometry of the tree foliage. To simulate a single tree, we adopt the Lindenmayer system to generate the initial branching pattern and integrate that with the available measurements of the 3D computer-aided design object files to create natural-looking branches, sub-branches, and leaves. A forest is formed by simulating trees at random locations generated by using an inhomogeneous Poisson process. While our simulated environments can be generally used for testing other sensors and training robotic algorithms, in this study we focus on testing bat-inspired Unmanned Aerial Vehicles that recreate bat’s flying behavior through biosonar sensors. To this end, we also introduce an foliage echo simulator that produces biosonar echoes while mimicking bat’s biosonar system. We demonstrate the application of the proposed simulation framework by generating real-world scenarios with multiple trees and computing the resulting impulse responses under static or dynamic motions of an Unmanned Aerial Vehicle.
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