Cristin-resultat-ID: 1941267
Sist endret: 30. september 2021, 12:05
Resultat
Vitenskapelig foredrag
2021

Smart Journey Mining for Improved Service Quality

Bidragsytere:
  • Ragnhild Halvorsrud
  • Felix Mannhardt
  • Einar Broch Johnsen og
  • Silvia Lizeth Tapia Tarifa

Presentasjon

Navn på arrangementet: International conference on service computing (SCC 2021)
Sted: Virtual conference
Dato fra: 9. september 2021
Dato til: 9. september 2021

Arrangør:

Arrangørnavn: IEEE

Om resultatet

Vitenskapelig foredrag
Publiseringsår: 2021

Beskrivelse Beskrivelse

Tittel

Smart Journey Mining for Improved Service Quality

Sammendrag

This paper describes emergent challenges in extending and uniting research in service science and process mining. By combining formal representations of user journeys with process mining constructs, we aim to develop tools for automated capture and analysis of user interactions extending across service systems. Based on the resulting database of actual user journeys and user models, we will use logic-based techniques and machine learning to expose deviations and predict possible behaviours for pre-emptive problem solving and service recovery.

Bidragsytere

Ragnhild Halvorsrud

  • Tilknyttet:
    Forfatter
    ved Software and Service Innovation ved SINTEF AS

Felix Mannhardt

  • Tilknyttet:
    Forfatter

Einar Broch Johnsen

  • Tilknyttet:
    Forfatter

Silvia Lizeth Tapia Tarifa

  • Tilknyttet:
    Forfatter
    ved PROG Programmering ved Universitetet i Oslo
1 - 4 av 4