WebContext

Capra, Robert; Pérez-Quiñones, Manuel A.; Ramakrishnan, Naren

doi:10.1145/971478.971517

Cited by 7 publications

References 12 publications

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Adapting the interaction in a call centre system

Cena

Torre

2006

Interacting with Computers

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This paper describes Adaptive Response and Routing System (ARRS), a system which personalizes the management of the entire answering process in a Call Centre infrastructure. The system is characterized by combining two kinds of adaptation: to the caller and to the operator. The aim is to support the user incrementally, improving the global quality of the interaction. In particular, the system combines a first process of automatic and personalized response with a second one of adaptive routing of the call to the operator who best fits the caller's features, according to a usercentered workflow. The results of a preliminary evaluation confirm the validity of the approach. q

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Adapting the interaction in a call centre system

Cena

Torre

2006

Interacting with Computers

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A survey on information re‐finding techniques

Deng

Feng²

2011

International Journal of Web Information Systems

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PurposeObserving that people re‐access what they have seen or used in the past is very common in real lives. The purpose of this paper is to review the subject of information re‐finding comprehensively, and introduce to readers the underlying techniques and mechanisms used in information re‐finding.Design/methodology/approachAfter analyzing users' information re‐finding behaviors and their requirements, the paper studies the natural way of re‐finding in human memory, and reviews state‐of‐the‐art techniques and tools developed in the fields of web and personal information management for information re‐finding.FindingsFour main re‐finding support techniques on the Web are: re‐finding tools in Web browsers; history service; re‐finding search engine; and voice‐based re‐finding. Three main re‐finding approaches are used in PIM: browse‐based approaches; content‐based search; and context‐based search.Practical implicationsFollowing the recalling mechanisms in human memory, the method of recall‐by‐context in both fields of web usage and personal information management can make users feel easy to re‐find information.Originality/valueThe paper gives a comprehensive overview of information re‐finding techniques.

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