Andrew Krizhanovsky

Ontology-based users and requests clustering in customer service management system

Customer Service Management is one of major business activities to better serve company customers through the introduction of reliable processes and procedures. Today this kind of activities is implemented through e-services to directly involve customers into business processes. Traditionally Customer Service Management involves application of data mining techniques to discover usage patterns from the company knowledge memory. Hence grouping of customers/requests to clusters is one of major technique to improve the level of company customization. The goal of this paper is to present an efficient for implementation approach for clustering users and their requests. The approach uses ontology as knowledge representation model to improve the semantic interoperability between units of the company and customers. Some fragments of the approach tested in an industrial company are also presented in the paper.

Efficient distributed information management in smart spaces

Development of new technologies brings people new possibilities such as smart spaces. Smart spaces can provide better user experience by allowing a user to connect new devices flexibly and to access all the information in the multi device system from any of the devices. However, this also raises new challenges. The paper considers the problem of efficient distributed information sharing in smart spaces. Models for information distribution are presented together with a simulation framework.

Ontology-driven information integration for operational decision support

The paper presents an approach to decision making in the dynamic environment. The approach is aimed at modeling and solving the decision makers problem. The problem is modeled by abstract and operational contexts integrating relevant information and domain knowledge. Domain knowledge is represented by ontologies. Ontology management operations are used for creation of ontology-based contexts or for integration of knowledge relevant to the problem into context. Context management techniques are incorporated into organization of relevant information in the contexts. Object-oriented constraint networks serve as a mechanism for problem definition and solving. The approach is implemented as an adaptive service for humanitarian logistics support.

INFORMATION FILTERING BASED ON WIKI INDEX DATABASE

In this paper we present a profile-based approach to information filtering by an analysis of the content of text documents. The Wikipedia index database is created and used to automatically generate the user profile from the user document collection. The problem-oriented Wikipedia subcorpora are created (using knowledge extracted from the user profile) for each topic of user interests. The index databases of these subcorpora are applied to filtering information flow (e.g., mails, news). Thus, the analyzed texts are classified into several topics explicitly presented in the user profile. The paper concentrates on the indexing part of the approach. The architecture of an application implementing the Wikipedia indexing is described. The indexing method is evaluated using the Russian and Simple English Wikipedia.

Intelligent Support for Distributed Operational Decision Making

An integrated technology for intelligent support for distributed operational decision making is proposed. The conceptual framework implementing the technology consists of building an ontology-based model of the problem to be solved by the decision maker, formalization of the problem with a set of constraints, instantiation with the data values provided by environmental information sources, and interpretation it as constraint satisfaction problem. The problem is modelled by two types of contexts: abstract and operational. The integrated technology embodies advanced technologies for ontology & context management, and constraint satisfaction

Ontology-Driven Knowledge Logistics Approach as Constraint Satisfaction Problem

The paper is devoted to knowledge logistics problems. Knowledge logistics with regard to individual user requirements, available knowledge sources, and current situation analysis in an open information environment addresses problems of intelligent support of user activities. Knowledge logistics is guided by the principles underlying both Web services and Semantic Web as understandability of knowledge representation both to humans and machines, enabling knowledge sharing and reuse, ensuring intellectual support, etc. The paper describes an approach to knowledge logistics problem based on ontology-driven methodology and constraint satisfaction / propagation technology. Compatibility of object-oriented constraint network notation with DAML+OIL formalism is considered. Applicability of the approach to actual content is illustrated through a case study based on Binni scenario of humanitarian coalition-based operation.

Multi-Agent Decision Support System for Disaster Response and Evacuation

The paper describes an agent-based approach and its application to intelligent support of disaster response and evacuation operations. The approach is based on the idea of knowledge logistics which stands for integration and transfer of the right knowledge from distributed sources to the right person within the right context at the right time to the right purpose. The problem in the approach is represented as configuring a network of knowledge sources and approach is called “KSNet-approach”. The paper concentrates on such aspects as multiagent architecture, knowledge representation formalism and presents an application of the approach via a case study.

Implementation of customer service management system for corporate knowledge utilization

Modern trends in knowledge-dominated economy are (i) from “capital-intensive business environment” to “intelligence-intensive business environment” and (ii) from “product push” strategies to a “consumer pull” management. This requires close contact between corporations and customers. Currently it is not enough to provide an access to corporate knowledge resources and gather feedback from the customers because very often customers do not know what they really need and what they can find. It is required to bridge a gap between the model of customer interests and corporate knowledge sources to transfer the right knowledge from distributed sources in the right context to the right person in the right time for the right purpose. The paper is devoted to knowledge logistics which with regard to individual user requirements, available knowledge sources, and current situation analysis in an open information environment addresses problems of intelligent support of user activities. Applicability of the approach to industrial system is illustrated through a released prototype of the customer service management system.

Agent-based Web-intelligence for logistics support in networked organizations

Web intelligence is a new rapidly evolving direction of research and development. The paper presents an approach to implementation of knowledge-based system combining the technologies of Web-services and intelligent agents. The approach takes an advantage of the idea of knowledge logistics that is based on synergistic integration of knowledge acquired from distributed sources in order to obtain new or complement insufficient knowledge. The paper gives an overview of a system based on the approach and illustrates its possible application to the logistics support in networked organizations via a case study of routing plans design as a part of logistics support task.

Web-Service based Distributed System for Decision Support in Emergency Situations

Availability of relevant up-to-date information is of high importance for situation management in disaster events. The paper proposes methodology and prototype architecture for operational decision support based on information acquisition from heterogeneous sources. General scenario of the decision support system operation is described in detail. Usage of Web-services allows integration of distributed system components using existing Internet resources and facilities. Some advantages of such facilities (e.g., using a mobile phone for receiving assignments) are presented.