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Maturing Usability : Quality in Software, Interaction and Value
Divided into three parts, ‘Quality in Software’ looks at how using development tools can enhance usability of a system, and how methods and models can be integrated into the development process to produce effective user interfaces. ‘Quality in Interaction’ addresses theoretical frameworks on the nature of interactions; techniques and metrics for evaluation interaction quality; and the transfer of concepts and methods from research to practice. Finally, ‘Quality in Value’ assesses the impact that a system has in the real world, focusing on increasing the value of usability practice for software development and on increasing value for the users.
Artificial intelligence for customer relationship management : Solving customer problems
This book describes a number of applications of Artificial Intelligence in the field of Customer Relationship Management with the focus of solving customer problems. We design a system that tries to understand the customer complaint, his mood, and what can be done to resolve an issue with the product or service. To solve a customer problem efficiently, we maintain a dialogue with the customer so that the problem can be clarified and multiple ways to fix it can be sought. We introduce dialogue management based on discourse analysis: a systematic linguistic way to handle the thought process of the author of the content to be delivered. We analyze user sentiments and personal traits to tailor dialogue management to individual customers. We also design a number of dialogue scenarios for CRM with replies following certain patterns and propose virtual and social dialogues for various modalities of communication with a customer.
