| 1. |
- Alfalahi, Alyaa, et al.
(författare)
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Shadow Answers as an Intermediary in Email Answer Retrieval
- 2015
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Ingår i: Experimental IR Meets Multilinguality, Multimodality, and Interaction. - Cham : Springer. - 9783319240268 - 9783319240275 ; , s. 209-214
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Konferensbidrag (refereegranskat)abstract
- A set of standard answers facilitates answering emails at customer care centers. Matching the text of user emails to the standard answers may not be productive because they do not necessarily have the same wording. Therefore we examine archived email-answer pairs and establish query-answer term co-occurrences. When a new user email arrives, we replace query words with most co-occurring answer words and obtain a “shadow answer”, which is a new query to retrieve standard answers. As a measure of term co-occurrence strength we test raw term co-occurrences and Pointwise Mutual Information.
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| 2. |
- Andrenucci, Andrea, et al.
(författare)
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Automated Question Answering : Review of the Main Approaches
- 2005
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Ingår i: Third International Conference on Information Technology and Applications. - : IEEE. - 0769523161
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Konferensbidrag (refereegranskat)abstract
- Automated question-answering aims at delivering concise information that contains answers to user questions. This paper reviews and compares three main question-answering approaches based on natural language processing, information retrieval and question templates, eliciting their differences and the context of application that best suits each of them.
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| 3. |
- Cerratto-Pargman, Teresa, et al.
(författare)
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User Centered Development of Automatic E-mail Answering for the Public Sector
- 2012
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Ingår i: Human-Computer Interaction, Tourism and Cultural Heritage. - Berlin, Heidelberg : Springer Berlin/Heidelberg. - 9783642339431 - 9783642339448 ; , s. 154-156
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Konferensbidrag (refereegranskat)abstract
- In Sweden, the use of e-mail by the public sector has become a key communication service between citizens and governmental authorities. Although the integration of e-mail in the public sector has certainly brought citizens and handling officers closer, it has also introduced a particular vision on governmental authorities such as for instance the idea that public service and information should be available to citizens any time, anywhere. Such a belief among citizens puts certainly high demands on the quality and efficiency of the e-service governmental authorities are capable to provide. In fact, the growing number of citizens’ electronic requests must be accurately answered in a limited time. In the research project IMAIL (Intelligent e-mail answering service for eGovernment) [1], we have focused on the work carried out at the Swedish Social Insurance Agency (SSIA) that exemplifies a governmental authority dealing with 500,000 emails per year on top of face-to face meetings, phone calls and chat communication. With the objective of creating an e-mail client capable to ease and ensure the quality of SSIAs’ handling officers public service, we have developed a prototype that: (1) automatically answer a large part of simple questions in the incoming e-mail flow, (2) improve the quality of the semi- automatic answers (i.e. answer templates), and finally, (3) reduce the workload for the handling officers. The development of the prototype is grounded in an empirical study conducted at the SSIA. The study comprises the analysis and clustering of 10,000 citizens e-mails and the working activity of 15 handling officers that were collected through questionnaires, interviews and workshops [2].
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| 4. |
- Dalianis, Hercules, et al.
(författare)
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Clustering e-mails for the Swedish social insurance agency - What part of the e-mail thread gives the best quality?
- 2010
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Ingår i: Advances in Natural Language Processing. - Berlin, Heidelberg : Springer Berlin/Heidelberg. - 9783642147692 - 9783642147708 ; , s. 115-120
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Konferensbidrag (refereegranskat)abstract
- We need to analyse a large number of e-mails sent by the citizens to the customer services department of a governmental organisation based in Sweden. To carry out this analysis we clustered a large number of e-mails with the aim of automatic e-mail answering. One issue that came up was whether we should use the whole e-mail including the thread or just the original query for the clustering. In this paper we describe this investigation. Our results show that only the query and the answering part should be used, but not necessarily the whole e-mail thread. The results clearly show that the original question contains more useful information than only the answer, although a combination is even better. Using the full e-mail thread does not downgrade the result.
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| 5. |
- Dalianis, Hercules, et al.
(författare)
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Comparing manual text patterns and machine learning for classification of e-mails for automatic answering by a government agency
- 2011
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Ingår i: 12th International Conference on Computational Linguistics and Intelligent Text Processing, CICLing 2011. - Berlin, Heidelberg : Springer Berlin Heidelberg. - 9783642194368 ; , s. 234-243
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Konferensbidrag (refereegranskat)abstract
- E-mails to government institutions as well as to large companies may contain a large proportion of queries that can be answered in a uniform way. We analysed and manually annotated 4,404 e-mails from citizens to the Swedish Social Insurance Agency, and compared two methods for detecting answerable e-mails: manually-created text patterns (rule-based) and machine learning-based methods. We found that the text pattern-based method gave much higher precision at 89 percent than the machine learning-based method that gave only 63 percent precision. The recall was slightly higher (66 percent) for the machine learning-based methods than for the text patterns (47 percent). We also found that 23 percent of the total e-mail flow was processed by the automatic e-mail answering system.
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| 6. |
- Grufman, Natalie, et al.
(författare)
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Exploring Readiness of SMEs for Industry 4.0
- 2020
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Ingår i: Complex Systems Informatics and Modeling Quarterly. - : Riga Technical University. - 2255-9922. ; 25, s. 54-86
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Tidskriftsartikel (refereegranskat)abstract
- Industry 4.0 is considered to be the fourth industrial revolution and involves virtual and physical systems that are interconnected and collaborate in an autonomous way. Industry 4.0 is a relatively new concept within computer science and raises interest on how to make use of technologies included in the concept and profit from them. This article investigates Industry 4.0 in the context of SMEs: the opportunities and challenges that Industry 4.0 poses upon SMEs, as well as readiness of SMEs for Industry 4.0 are considered. The data collection and analysis methods were literature review with grounded theory. In the result, the main challenges proved being of organizational nature: SMEs need help with company-specific strategies for implementing Industry 4.0; and SMEs need skilled employees. The opportunities are flexibility and openness to innovation, which are pertinent to SMEs; cloud computing; and public investments into technology and adoption of Industry 4.0 by companies. The readiness of SMEs for Industry 4.0 is still somewhat low – they are still learners.
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| 7. |
- Henkel, Martin, et al.
(författare)
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A Business and IT Architecture Model Supporting Public Organizations Introducing Language Technologies
- 2016
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Ingår i: New Advances in Information Systems and Technologies. - Cham : Springer. - 9783319312316 - 9783319312323 ; , s. 389-399
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Konferensbidrag (refereegranskat)abstract
- Language technologies and tools, such as text mining, information extraction, and question and answering systems, are becoming mature and should be ready for deployment in public organizations. However, it is not obvious how these technologies can be applied for improving customer service and case handling processes as well as supporting an organization’s pro-activeness and strategic decisions. In this paper, we present a business and IT architecture model. The model introduces an overview of the roles, information and IT systems commonly used in public organizations for citizens’ interaction. We furthermore extend the model to show how language technologies can be used for supporting operational and strategic processes in public organizations. The model and its extension are based on and exemplified by cases from Swedish public organizations.
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| 8. |
- Henkel, Martin, et al.
(författare)
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Business and IT Architecture for the Public Sector : Problems, IT Systems Alternatives and Selection Guidelines
- 2017
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Ingår i: Information Technology Governance in Public Organizations. - Cham : Springer. - 9783319589770 - 9783319589787 ; , s. 157-175
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Bokkapitel (refereegranskat)abstract
- Digitization is seen as a central force in order to transform the public sector to become transparent, participative, collaborative as well as efficient. In order to realize the digitalization, a public organization need to have an IT architecture that can support such a transformation. Therefore, decision makers in a public organization need to make informed decisions when governing, designing and implementing an IT architecture. This require that they have an understanding of the alternatives available to them in terms of possible IT systems and their roles in the organization’s overall IT architecture. However, there is a lack of concrete descriptions providing such an understanding. In this chapter we present a number of types of IT system that public organizations could or need to have as part of their IT architectures; the problems these types of IT system address; what alternative IT systems and technology solutions are available for each type of IT system; and guidelines on what alternative solutions to select given the situation or condition at hand in a public organization. The chapter also includes a description of the relationships between the various types of IT systems and clarifies their roles by means of a business and IT architecture. The business and IT architecture, the different alternatives and guidelines are based on experiences from a number of research projects within the public sector. Real-life examples from the projects illustrate the alternatives proposed.
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| 9. |
- Henkel, Martin, et al.
(författare)
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Examining the potential of language technologies in public organizations by means of a business and IT architecture model
- 2016
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Ingår i: International Journal of Information Management. - : Elsevier BV. - 0268-4012 .- 1873-4707. ; 37:1, s. 1507-1516
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Tidskriftsartikel (refereegranskat)abstract
- New technologies have the potential to improve the quality and efficiency of public organizations. However, it is not always clear what new technologies exists, why they should be introduced, how they can be applied, and how they fit within existing business and IT architectures. In this paper, we examine the potential use of new technologies in the form of language technologies and tools, such as text mining, information extraction, and question and answering systems. We do this examination by introducing a business and IT architecture model. The model contains an overview of IT systems and information traditionally used by public organizations in their interaction with citizens. The model also includes a set of problems facing public organization using traditional IT solutions. More importantly, the paper presents an extension to the model showing how language technologies can be used for supporting operational and strategic processes in public organizations, and addressing the identified problems. The model, its extension and the identified problems are based on and exemplified by cases from Swedish public organizations.
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| 10. |
- Henkel, Martin, et al.
(författare)
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Language technology for eGovernment - business cases
- 2014
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Ingår i: New Perspectives in Information Systems and Technologies, Volume 1. - Cham : Springer. - 9783319059501 ; , s. 83-95, s. 83-95
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Konferensbidrag (refereegranskat)abstract
- Language technologies and tools, such as text mining, information extraction, and question and answering systems, have been developed during many years. These technologies are becoming mature and should be ready for deployment in private and public organizations. However, little focus has been paid to how these technologies can be applied to tackle real-world problems within organizations. In this paper, we present a set of business cases where language technologies can have a significant impact on public organizations, including their business processes and services. We describe how each business case can influence the service quality, as seen from a consumer perspective, and the business processes efficiency, as seen from a public organizational perspective. The business cases are based on, and exemplified with, cases from large Swedish public organizations.
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