Growth of business-to-consumer (B2C) applications such as electronic storefronts, catalogues, and customer support websites has drawn a great number of diverse stakeholders into the IS Development (ISD) practice. Marketing, strategy, and graphic design specialists have joined a variety of technical professionals and business stakeholders in developing B2C applications. Oftentimes, these profess...

For applications that involve rapidly changing textual data and also require traditional DBMS capabilities, current systems are unsatisfactory. In this paper, we describe a hybrid IR-DB system that serves as the basis for the QUIQConnect product, a collaborative customer support application. We present the novel query paradigm and system architecture, along with performance results.

A case-based reasoning system was created to support customers who purchased appliances from General Electric. When a customer calls General Electric for help, a call-taker uses the system to diagnose the problem and step the customer through its solution. The system has been in use by 300 call-takers since 1999. It has resulted in a 20 percent increase in the probability the customer’s problem...

For most Smaller Manufacturing Enterprises (SMEs), how to manage customer enquiries at the customer enquiry stage is of great importance to maintain the competitive advantage and secure future customer orders. A lack of coordination between marketing/sales and production at this stage often leads to confirmed orders being delivered later than promised and/or being produced at a loss. In the pap...

In manufacturing, providers are interested both in a revenue maximizing allocation of their limited production capacity (as goal of revenue management) and the establishment of long-term business relations with their clients (as goal of customer relationship management). Due to long-term contracts and strategic reference customers, users of traditional revenue management systems already account...

company to afford the service requestor with the expressed need. Due to the increasing importance of service offerings as a revenue source and increasing competition among service providers, it is important for companies to optimize both the customer experience as well as the associated cost of providing the service. For more complex interactions with higher value, mixed-initiative systems prov...

We employ syntactic and semantic information in estimating the quality of machine translation from a new data set which contains source text from English customer support forums and target text consisting of its machine translation into French. These translations have been both post-edited and evaluated by professional translators. We find that quality estimation using syntactic and semantic in...

Top Library and Information Technology Association (LITA) experts, during a January 1999 American Library Association (ALA) Midwinter meeting, identified a number of important future trends for technologies in libraries1. Trend1 ”library users who use the Web, expect customisation, interactivity and customer support” deals directly with issues related to library portals. The group emphasised th...

Trusted Supplier In industrial automation, engineers and technical decision makers face growing performance demands, exacting deadlines, and increasingly challenging customer requirements. Fundamental to meeting these challenges and building competitive products is finding a trusted, reliable silicon vendor. With a strong reputation earned after supplying leading-edge silicon for nearly half a ...

For customer transaction database, the support (customer support) of the sequential pattern is defined as the fraction of the customers supporting the sequence. We define new forms of the mining patterns, called cyclic patterns, as an extension to the sequential pattern mining by introducing a new parameter, the repetition support. For customer transaction database, the repetition support speci...