Danish Contractor

A CRM system for social media: challenges and experiences

The social Customer Relationship Management (CRM) landscape is attracting significant attention from customers and enterprises alike as a sustainable channel for tracking, managing and improving customer relations. Enterprises are taking a hard look at this open, unmediated platform because the community effect generated on this channel can have a telling effect on their brand image, potential market opportunity and customer loyalty. In this work we present our experiences in building a system that mines conversations on social platforms to identify and prioritize those posts and messages that are relevant to enterprises. The system presented in this work aims to empower an agent or a representative in an enterprise to monitor, track and respond to customer communication while also encouraging community participation.

Probabilistic model for discovering topic based communities in social networks

Social graphs have received renewed interest as a research topic with the advent of social networking websites. These online networks provide a rich source of data to study user relationships and interaction patterns on a large scale. In this paper, we propose a generative Bayesian model for extracting latent communities from a social graph. We assume that community memberships depend on topics of interest between users and the link relationships between them in the social graph topology. In addition, we make use of the nature of interaction to gauge user interests. Our model allows communities to be related to multiple topics and each user in the graph can be a member of multiple communities. This gives an insight into user interests and topical distribution in communities. We show the effectiveness of our model using a real world data set and also compare our model with existing community discovery methods.

Seamless blended learning using the Cognitive Learning Companion: A systemic view

We present the motivation, design, and preliminary study of a mobile-enabled, blended learning technology called the Cognitive Learning Companion (CLC). The CLC concept emerged from field studies with teachers and students in Africa. These studies led to two key high-level requirements that shaped the design philosophy of CLC: 1) seamless support for different modes of learning and teaching in a blended scenario (where a student learns in part through face-to-face interactions with a teacher in a classroom, and in part through a combination of teacher and system supervision/direction outside of class) and 2) support for tracking student engagement and sentiment during this blended learning journey, and the interplay of these affective processes with concept and skill-building processes as part of learning. In this paper, we discuss findings from the field studies and outline our approach to address the requirements. We present the overall architecture and design of CLC. The first version supporting a core set of capabilities for blended learning has been implemented as mobile applications for teachers and students. We conducted a limited pilot to test the technology in an actual classroom setting. We also report on a usability study of CLC that demonstrates user awareness and support for data-driven cognitive decision-making in education.

Multilingual Information Access in South Asian Languages

We provide an overview of FIRE 2011, the third evaluation exercise conducted by the Forum for Information Retrieval Evaluation (FIRE). Our main focus is on the Adhoc task. We describe how the FIRE 2011 test collections were constructed. We also provide a brief overview of the approaches adopted by the Adhoc task participants.

Text Retrieval Using SMS Queries: Datasets and Overview of FIRE 2011 Track on SMS-Based FAQ Retrieval

Analytics for noisy text has recently been of much interest. Short text snippets sent using the short messaging service (SMS) has been one of the popular sources of noisy text. Due to a multitude of factors such as inconvenience in using the small mobile keyboard and the inherent carelessness while typing on-the-go, SMS authors often tend to shorten messages using compression techniques such as dropping vowels in words, replacing words by their shorter phonetic substitutions and dropping entire words. Due to the non-standard nature of such shortening, it becomes awkward to process SMSes electronically.

Dynamic updation of JCA based resource adapter connection factory properties

Resource adapter is connector software that can be deployed in application servers so that an enterprise application can connect to a backend enterprise information system (EIS) in a seamless manner. Typically resource adapters conform to JCA (J2EE Connector Architecture) specification, and plug into application servers to provide connectivity between the EIS and the enterprise applications. A resource adapter uses a set of configurable properties defined in the deployment descriptor (ra.xml) of the adapter. This deployment descriptor contains various EIS specific configurable properties apart from the product and version information. In the current implementation, these properties are specified while deploying the resource adapter and cannot be changed during runtime. If any property needs to be changed, the resource adapter needs to be redeployed and the application server has to be restarted so that the new property value can take effect. Restarting application servers is an expensive operation, as several enterprise applications lose their availability. This limitation results in a considerable downtime for users in a production environment. In this paper we describe our solution to overcome this limitation