2015 13th International Conference on ICT and Knowledge Engineering (ICT & Knowledge Engineering 2015)最新文献

{"title":"Improvement of call center customer service in a thai bank using disco fuzzy mining algorithm","authors":"Poohridate Arpasat, P. Porouhan, W. Premchaiswadi","doi":"10.1109/ICTKE.2015.7368477","DOIUrl":"https://doi.org/10.1109/ICTKE.2015.7368477","url":null,"abstract":"The main objective of the study was to benchmark performance, control discrepancies, and investigate variations of a bank customer service call center data dealing with incoming calls of its clients and customers. To do this, initially an event log consisting of a total of 625,767 process instances (i.e., events) was collected from a private bank in Thailand for the month of July 2015. Using Disco fuzzy mining technique as a process mining tool enabled us to simulate and create authentic visual models/maps from the collected event log in form of fuzzy mining graphs. To better investigate the behavior of the bank's clients/customers and administrators/operators dealing with inappropriate (not successful) customer service and calls, only “Failure” or “Not Responded” types of process instances/events were chosen and selected for the study. The findings showed that the number of the incoming calls made into the call center (customer service section) due to the “over card limit” problem was the highest (i.e., with 4,667 process instances in total) compared with the other problems within the call center event log. On the other hand, the results showed that almost 32%of the “Over Card Limit” type of the problems were not solved at the first attempt (i.e., clients/customers have to re-dial and re-contact the operators in charge of the section again for the second, third or sometimes multiple-times). Similarly, our results showed that the problems occurred due to the reason why the “card number is already activated” allocated the second highest number of problems (i.e., with a total of 2,068 process instances in total) within the call center event log. Interestingly, 10% of the incoming calls facing the “card number is already activated” were not solved/fixed at the first attempt and clients/customers need to re-contact the call center operators again afterwards. With the same token “record not found” (with 52% of the calls not solved at the first attempt), “account not found” (with 68% of the calls not solved at the first attempt) and “account does not exist” (with 61% of the calls not solved at the first attempt) types of the problems allocated the third, fourth and fifth most frequent incoming calls made into the call center customer service section. Eventually, the results of the study can be used in order to enhance and improve the performance of the customer service processes in a more efficient, effective and timely manner.","PeriodicalId":128925,"journal":{"name":"2015 13th International Conference on ICT and Knowledge Engineering (ICT & Knowledge Engineering 2015)","volume":"48 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2015-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122598583","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Determining citizen complaints to the appropriate government departments using KNN algorithm","authors":"Suhatati Tjandra, Amelia Alexandra Putri Warsito, J. Sugiono","doi":"10.1109/ICTKE.2015.7368461","DOIUrl":"https://doi.org/10.1109/ICTKE.2015.7368461","url":null,"abstract":"Participation of citizens in the process of city development is very important. To achieve good governance and democratic, the citizen can participate by providing complaints, information, or advices. In the current system, complaints are handled manually by 1-2 operators, whereas speed and accuracy are needed. The problem is this manual handling causes errors in the determination of appropriate government departments that handle the complaint. This research will propose a system that aims to determine the appropriate government department with complaints given by the citizen with the implementation of K-Nearest Neighbor (KNN) algorithm, to reduce human errors. This algorithm is one of text classification algorithms, which in this research, is used to classify complaints which the texts in Indonesian language. The input of the system is complaint given by the citizen and the output is the name of the appropriate government department, which is in accordance with the contents of the complaint.","PeriodicalId":128925,"journal":{"name":"2015 13th International Conference on ICT and Knowledge Engineering (ICT & Knowledge Engineering 2015)","volume":"45 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2015-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116528323","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Disaster mitigation support system using web services and SNS information","authors":"T. Funayama, Yoshiro Yamamoto, Makoto Tomita, Y. Kajita, S. Tajima, K. Utsu, O. Uchida","doi":"10.1109/ICTKE.2015.7368469","DOIUrl":"https://doi.org/10.1109/ICTKE.2015.7368469","url":null,"abstract":"Our research group previously developed a system that checks Twitter tweet contents for current-location address using GPS and for need of assistance, and automatically attaches a hashtag to postings made within the system. In the present study, we proceeded to the construction of a disaster mitigation support system that utilizes tweets posted in the system together with web services in order to transmit information for disaster mitigation. The new system draws concurrently from some of the many web services related to disaster mitigation and is characterized by its transmission of information on specific locations obtained by GPS. Incorporating a web GIS, the system uses a web API to convert location geocoordinates (latitude and longitude) to prefectural names and vice versa, as well as to construct a map showing radar-detected rain cloud information. Furthermore, it uses Python to obtain tweets and weather information, convert location indicators, and create HTML files.","PeriodicalId":128925,"journal":{"name":"2015 13th International Conference on ICT and Knowledge Engineering (ICT & Knowledge Engineering 2015)","volume":"24 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2015-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"117091084","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Process simulation and pattern discovery through alpha and heuristic algorithms","authors":"W. Premchaiswadi, P. Porouhan","doi":"10.1109/ICTKE.2015.7368472","DOIUrl":"https://doi.org/10.1109/ICTKE.2015.7368472","url":null,"abstract":"The paper is divided into two main parts. In the first part of the study, we applied two process mining discovery techniques (i.e., alpha and heuristic algorithms) on an event log previously collected from an information system during an Academic Writing (English) training course at a private university in Thailand. The event log was initially consisted of 330 process instances (i.e., number of participants) and 3,326 events (i.e., number of actions/tasks) in total. Using alpha algorithm enabled us to reconstruct causality in form of a Petri-net graph/model. By using heuristic algorithm we could derive XOR and AND connectors in form of a C-net. The results showed 86.36% of the applicants/participants managed to achieve the Academic Writing (English) certificate successfully, while 6.36% of them failed to achieve any certificate after a maximum number of 3 attempts to repeat the training course. Surprisingly, 7.28% of the participants neither achieved an accredited certificate nor failed the course by dropping out before ending the course training process. In the second part of the study, we used performance analysis with Petri net technique (as a process mining conformance checking approach) in order to further analyze the points of noncompliant behavior (i.e., so-called bottlenecks or points of noncompliant behavior) for every case in the collected course training log. Based on the results, we could eventually detect the existing discrepancies of the event log leading to +24 missed tokens and -24 remained tokens altogether.","PeriodicalId":128925,"journal":{"name":"2015 13th International Conference on ICT and Knowledge Engineering (ICT & Knowledge Engineering 2015)","volume":"211 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2015-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122451460","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Applying social network miner on medical event logs using handover of work metric","authors":"Waraporn Meethaisong, W. Premchaiswadi","doi":"10.1109/ICTKE.2015.7368481","DOIUrl":"https://doi.org/10.1109/ICTKE.2015.7368481","url":null,"abstract":"The main objective of the paper is to analyze of the behavior of patients (as well as the doctors and surgeons) referring to a private hospital for treatment in Thailand. The main idea is to investigate and scrutinize the relationships of the patients and the relevant physicians during the treatment process based on an event log previously collected from the information system of the hospital. Accordingly, we applied process mining social network analysis approach (in term of the handover of work metric) to discover meaningful relationships and insights between the personnel and patients. One of the major benefits of the applied approach was that we could better track and trace the handover of workload from a doctor/surgeon to another doctor/physician within different medical wards/sections dealing with the patients' disease during the treatment process. Considering the results of the study, can significantly help the hospital's administrators and physicians to monitor and recognize the correct flow of transactions and interactions made between different resources in specify sections/wards. Moreover, the proposed technique enabled us to identify those resources who probably were playing an idle role dealing with patients' needs and medical procedures, while not contributing in the assigned tasks and duties as they should do. Eventually, by contemplating on the findings of the study, the researchers and hospitals' management level can benchmark and improve the handling of the patients' treatment process in a way to lead to increased customer satisfaction toward the quality of the service on work, in a more efficient, effective and timely manner.","PeriodicalId":128925,"journal":{"name":"2015 13th International Conference on ICT and Knowledge Engineering (ICT & Knowledge Engineering 2015)","volume":"06 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2015-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134221533","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Special consideration for Big Data in IoE or Internet of Everything","authors":"S. Charmonman, Pornpisud Mongkhonvanit","doi":"10.1109/ICTKE.2015.7368487","DOIUrl":"https://doi.org/10.1109/ICTKE.2015.7368487","url":null,"abstract":"The Internet of Thing (IoT) is the network of things connected all over the world. The Internet of Everything (IoE) adds People, Process, and Data to IoT and thus creates exabyte (billion of billions) of data every day. The traditional data management can be used only partially for IoE data from sensors and not for all data from other sources and types. This paper will discuss the IoT market statistics, the insights for IoE, the 2014 World Economic Forum Data Policy Recommendations, Big Data and IoE, Management of IoE data, and Sample Best Practices for IoE.","PeriodicalId":128925,"journal":{"name":"2015 13th International Conference on ICT and Knowledge Engineering (ICT & Knowledge Engineering 2015)","volume":"97 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2015-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122058388","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Analysis of customer behavior in a call center using fuzzy miner","authors":"Kanok Rattanathavorn, W. Premchaiswadi","doi":"10.1109/ICTKE.2015.7368485","DOIUrl":"https://doi.org/10.1109/ICTKE.2015.7368485","url":null,"abstract":"The main objective of this research is to investigate and analyze customer behavior in call center of a telecommunication company. In order to find the purpose of their contact, we applied Fuzzy mining algorithm (supported by ProM 5.2 and Disco Fluxicon) on event log of stored and collected from the call center database. Using these techniques enables us to better track and trace the number of times each section/segment has received calls from customers in total (with respect to frequency of the contacts made via the call center). Also, we could better follow up the steps undertaken dealing with the calls made to communicate company with respect to topic and type of the problems, complaints, services and so on. One of the main advantages of Fuzzy mining techniques is the ability to deal with the concurrent activities (i.e., loops) in a more sophisticated approach compared with other knowledge discovery model such as Alpha or Heuristic mining. Considering the results of the study, administrators and operators of the telecommunication companies can better handle the inbound calls leading to better performance, efficiency, and customer satisfaction.","PeriodicalId":128925,"journal":{"name":"2015 13th International Conference on ICT and Knowledge Engineering (ICT & Knowledge Engineering 2015)","volume":"775 ","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2015-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114000241","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Analysis of call-center operational data using role hierarchy miner","authors":"Sompong Wongvigran, W. Premchaiswadi","doi":"10.1109/ICTKE.2015.7368486","DOIUrl":"https://doi.org/10.1109/ICTKE.2015.7368486","url":null,"abstract":"The main objective of this research is to analyze information of customer contact made to a call center section of a telecommunication company in Thailand. Using role hierarchy mining approach (as process mining technique) enabled us to focus on the hierarchical perspectives of the collected event log with respect to the functional relationships amongst the originators (i.e., the administrators and operators who were in charge of handling incoming calls made from customers/clients). Following a role hierarchy approach, we could better track and trace the interactions made between different personnel/administrators in a functional organizational structure from top to down. One of the main advantages of the proposed approach was the ability to detect and identify potential discrepancies and outbreaks made against the rules and responsibilities previously defined by the top management and human resource staff. Accordingly, the results of the study can help the telecommunication companies to improve their call center (customer service) section in such a way to result in more customer/client satisfaction toward the quality of service on work. Therefore, applying a role hierarchy mining approach will eventually lead to improving the performance of the handling calls made to the callcenter section, in a more efficient, effective and timely manner.","PeriodicalId":128925,"journal":{"name":"2015 13th International Conference on ICT and Knowledge Engineering (ICT & Knowledge Engineering 2015)","volume":"157 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2015-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121478546","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Crop irrigation schedule expert system","authors":"M. Hazman","doi":"10.1109/ICTKE.2015.7368475","DOIUrl":"https://doi.org/10.1109/ICTKE.2015.7368475","url":null,"abstract":"In this paper, a crop irrigation schedule expert system was presented. The main task for the presented system is to utilize irrigation expertise for a crop and calculates the detailed irrigation operations. The irrigation operation determines the exact water requirements and time for the crop according to different environmental parameters and the cultivated crop parameters. Separating these parameters from the expert system knowledge base is required to generalize the presented irrigation system to be applied for any crop. Therefore, the proposed system takes these parameters as input data. Since these parameters are not usually known by the ordinary user, then the proposed model uses predefined services for collecting the needed parameters based on the plantation date, location, and crop type. A case study is applied to demonstrate how the proposed system can be applied for generating Fababean irrigation schedule. The result shows the applicability of the proposed system to be used in generating the irrigation schedule for any crop.","PeriodicalId":128925,"journal":{"name":"2015 13th International Conference on ICT and Knowledge Engineering (ICT & Knowledge Engineering 2015)","volume":"45 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2015-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125680686","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Social network analysis and role hierarchy mining through MXML-based event logs","authors":"P. Porouhan, W. Premchaiswadi","doi":"10.1109/ICTKE.2015.7368471","DOIUrl":"https://doi.org/10.1109/ICTKE.2015.7368471","url":null,"abstract":"This paper is divided into three main parts. In the first part of the study, we initially collected a process event log -from an information system -during an Academic Writing (English) training course in Thailand. The original data was consisted of 330 process instances and 3,326 events in total. Being aware of the fact that ProM process mining framework accepts and supports only XES and MXML logs, the data was subsequently configured and converted into the fitting format. In the second part of the study, we applied role hierarchy mining technique in order to evaluate the role of every individual throughout the course/training program. Moreover, the organizational mining technique enabled us to better understand the functional structure of the training organization (based on models) and ultimately improve (or benchmark) the underlying processes. In the thirst part of the study, we used social network mining as a pre-requisite for social network analysis to discover the interaction patterns between the originators during the teaching process. Accordingly, the handover of work metric -of the social network mining technique-made possible to not only investigate direct relationships but also indirect relationships as well.","PeriodicalId":128925,"journal":{"name":"2015 13th International Conference on ICT and Knowledge Engineering (ICT & Knowledge Engineering 2015)","volume":"80 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2015-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123810356","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}