Knowledge sciences in services automation: Integration models and perspectives for service centers

Abstract

We provide an automation perspective on modeling knowledge services. We consider a service center as the atomic unit for building networks of enterprises, suppliers, and customers. We provide an approach to integrate knowledge and resource management in service centers. We describe specific models and solutions for optimized information and knowledge retrieval, relevance feedback and active learning and associated performance results. We also outline an approach for incorporating topic detection, context, social networks and collaboration, and combined document and expert ranking/identification. We also sketch an approach for combining knowledge retrieval with system resource optimization of the service engineers and experts to provide optimized responsiveness.