Enabling customizable service-based procedural knowledge applications — An service-orientation for Dialog Manager
Service Operations and Logistics, and Informatics(2014)
摘要
The Dialog Manager is a conversational web-based tool that helps organizations manage procedural knowledge. A dialog is a visual knowledge representation of certain procedural knowledge enriched with interactive guides. To empower the usage of dialog, we further provide a service-orientation for Dialog Manager, aiming to enable customized service-based knowledge applications. Such service-orientation will enable a user to select services to answer questions from dialog automatically during runtime. It will also enable the subject matter expert (SME) to specify the external services to make good use of user dialog data to facilitate ticket issuing and resolution. Through a case study, we will demonstrate the great business impact of our proposal.
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关键词
Internet,interactive systems,knowledge management,knowledge representation,business pact,conversational Web-based tool,customizable service-based procedural knowledge applications,customized service-based knowledge applications,dialog manager,interactive guides,procedural knowledge management,service-orientation,subject matter expert,ticket issuing,user dialog data,visual knowledge representation,Application management services,incident digestion,knowledge management,service orientation
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