Implementation of an on-line artificial intelligence district meter area flow meter data analysis system for abnormality detection: a case study

2010 ◽  
Vol 10 (3) ◽  
pp. 437-444 ◽  
Author(s):  
S. R. Mounce ◽  
J. B. Boxall
Keyword(s):  
Artificial Intelligence ◽  
Customer Service ◽  
Service Providers ◽  
Software Tool ◽  
Time Data ◽  
Water Service ◽  
Intelligence System ◽  
Flow Monitoring ◽  
Data Analysis System

Faster detection of bursts saves water, minimises the inconvenience of interruption to customers and decreases the damaging consequences to infrastructure. Flow monitoring techniques are used by water service providers to monitor leakage, generally through offline application of mass balance type calculations and manual observations of change in night line values. This paper presents the combination of real-time data collection (using cello loggers with General Packet Radio Service communications) and a self-learning, online Artificial Intelligence system for detection of bursts at the District Meter Area level. The system components consist of communications software, a data warehouse and a MATLAB application. The online system continuously analysed a set of 146 DMAs in a case study area every hour generating automated alerts in response to abnormal flow. Specific examples are given, including a validation field test, and overall results are presented for a one year period. 36% of alerts were found to correspond to bursts confirmed by repair data or customer burst reports with only 18% ghosts. The results indicate that the software tool has the potential to reduce lost water and improve customer service hence enhancing water service provider's reputations.

Knowledge-Driven Customer Support Services

2011 ◽  
pp. 23-38
Author(s):  
Itzhak Aviv ◽  
Meira Levy ◽  
Irit Hadar
Keyword(s):  
Knowledge Management ◽  
Customer Service ◽  
Support Services ◽  
Service Providers ◽  
Relationship Management ◽  
Customer Support ◽  
The Relationship ◽  
A Company ◽  
Software Organization

A Customers Relationship Management (CRM) program aspires to manage the relationship between a company and its customers as a key to success, in view of the fact that good relationships with customers lead to higher customers’ satisfaction. Despite the importance of CRM programs, their failure rates are high, partly because CRM service providers cannot resolve customers’ claims on time, which often occur due to the difficulty to find valuable knowledge and reproduce solutions. Therefore, integrating Knowledge Management (KM) activities, and in particular social Web 2.0 applications, within a CRM solution suit may enable to significantly enhance the efficiency of the organizational CRM program and build a knowledge-driven customer support services solution. The proposed CRM solution is based on a research case study conducted within customer service department of a large software organization.

A qualitative approach to improve the effectiveness of products of research findings for users: a case study of the Analytical Irrigation Model

2004 ◽  
Vol 44 (2) ◽  
pp. 207
Author(s):  
B. Keeble ◽  
D. Robertson ◽  
F. Johnson
Keyword(s):  
Qualitative Study ◽  
Service Providers ◽  
Software Tool ◽  
Qualitative Approach ◽  
Primary Users ◽  
Farming Community ◽  
Widespread Adoption ◽  
Environmental Objectives ◽  
Research Findings

The widespread adoption of research findings by the farming community has traditionally been challenging. Addressing this challenge is a priority as the products of research often aid and underpin the implementation of environmental objectives to ensure that natural resources are used in a sustainable manner. One approach to tackling this challenge is to develop products that are tailored to meet the needs of the users. The Analytical Irrigation Model (AIM, a software tool) was developed with the intention of creating a field-tool to assist farmers to improve their management of border-check irrigation. Using AIM as a case study, this paper demonstrates the value of using a qualitative approach in assessing potential users of research findings, and understanding their requirements. While developing AIM, anecdotal feedback suggested that widespread adoption of the envisaged research products, namely a field-tool, was unlikely. The qualitative study found that service providers to the dairy industry were likely to be the primary users of products of the AIM research. From conducting this qualitative study, service providers identified 4 types of research products that would suit their needs. Incorporating their perspectives enabled the development of products that were more likely to be adopted and consequently increased the effective targeting of the AIM research findings.

Co-Creating Value from IT in a Contracted Public Sector Service Environment: Perspectives on COBIT and Val IT

2012 ◽  
Vol 27 (1) ◽  
pp. 283-306 ◽  
Author(s):  
Carla Wilkin ◽  
John Campbell ◽  
Stephen Moore ◽  
Wim Van Grembergen
Keyword(s):  
Customer Service ◽  
Large Scale ◽  
Service Providers ◽  
Marketing Research ◽  
Public Firms ◽  
Private And Public ◽  
Service Oriented ◽  
Public Sector Service ◽  
Sector Service

ABSTRACT Research that examines Information Technology (IT) value has called for studies to explore the co-creation of value, including in multi-firm environments. This study draws upon the practice of IT governance in a successful large-scale IT deployment, wherein private and public firms were involved as customer service providers with the principal, a large government department. Drawing on customer-centric co-creation concepts from marketing research, through comparative analysis and related application to our case study, we detail the merit of a service-oriented approach to co-creating value from IT and the assistance COBIT and Val IT can provide. Importantly, we identified determinates of co-created value in a multi-firm environment, although our analysis reveals some need to evolve COBIT and Val IT to improve guidance regarding the mechanisms required to achieve this in such environments.

scholarly journals Ethical Issues in Democratizing Digital Phenotypes and Machine Learning in the Next Generation of Digital Health Technologies

2021 ◽  
Author(s):  
Maurice D. Mulvenna ◽  
Raymond Bond ◽  
Jack Delaney ◽  
Fatema Mustansir Dawoodbhoy ◽  
Jennifer Boger ◽  
...  
Keyword(s):  
Artificial Intelligence ◽  
Machine Learning ◽  
Ethical Issues ◽  
Digital Health ◽  
Time Data ◽  
Digital Products ◽  
Health Technologies ◽  
Digital Phenotyping ◽  
Phenotype Data

AbstractDigital phenotyping is the term given to the capturing and use of user log data from health and wellbeing technologies used in apps and cloud-based services. This paper explores ethical issues in making use of digital phenotype data in the arena of digital health interventions. Products and services based on digital wellbeing technologies typically include mobile device apps as well as browser-based apps to a lesser extent, and can include telephony-based services, text-based chatbots, and voice-activated chatbots. Many of these digital products and services are simultaneously available across many channels in order to maximize availability for users. Digital wellbeing technologies offer useful methods for real-time data capture of the interactions of users with the products and services. It is possible to design what data are recorded, how and where it may be stored, and, crucially, how it can be analyzed to reveal individual or collective usage patterns. The paper also examines digital phenotyping workflows, before enumerating the ethical concerns pertaining to different types of digital phenotype data, highlighting ethical considerations for collection, storage, and use of the data. A case study of a digital health app is used to illustrate the ethical issues. The case study explores the issues from a perspective of data prospecting and subsequent machine learning. The ethical use of machine learning and artificial intelligence on digital phenotype data and the broader issues in democratizing machine learning and artificial intelligence for digital phenotype data are then explored in detail.

scholarly journals ON THE PATH TO ARTIFICIAL INTELLIGENCE: THE EFFECTS OF A ROBOTICS SOLUTION IN A FINANCIAL SERVICES FIRM

2021 ◽  
Vol 32 (2) ◽  
Author(s):  
Hamieda Parker ◽  
Stephanie Elaine Appel
Keyword(s):  
Artificial Intelligence ◽  
Customer Service ◽  
Financial Services ◽  
Data Entry ◽  
Research Approach ◽  
Work Experiences ◽  
Action Research Approach ◽  
Before And After ◽  
The Impact

As ever-increasing advances in automation and artificial intelligence solutions create more opportunities for businesses to streamline their operations, the key challenges for managers are to identify the appropriate use cases for automation solutions in their organisations and to integrate the solution effectively to meet the objectives of both the firm and its employees. This case study examines the impact of implementing a machine-learning robotic process automation (RPA) solution that is aimed at reducing manual data entry tasks for employees in a financial services firm. The study employed an action research approach to follow a single team in the firm before and after the RPA implementation — a period of six months. The findings showed that RPA improved productivity in the team and created more positive work experiences for employees, as they had more time to dedicate to creative, cognitive, and customer service tasks. The study also found that the roles of employees were being redefined during the integration process, with employees reporting a high potential for broader transformation in the business as a result of the RPA implementation.

scholarly journals Incident management assistant using artificial intelligence chatbots

2019 ◽  
Vol XXII (1) ◽  
pp. 8-16
Author(s):  
Blaj R.
Keyword(s):  
Artificial Intelligence ◽  
Natural Language ◽  
Customer Service ◽  
Data Streams ◽  
Service Providers ◽  
Incident Management ◽  
Artificial Intelligent ◽  
Weather Forecasts ◽  
Platform As A Service ◽  
Personal Assistant

The implementation for the concept presented in this paper was inspired by the fact that producers or service providers who want to furnish an extraordinary experience of their product have to be available and to give support 24/7 to their customers. More and more companies are opting for Artificial Intelligent Chatbots as part of their customer service team. This project aims to optimize and automate support for customers using the ServiceNow platform with a chatbot. Customers will have their own personal assistant who will create, delete, or modify the incidents assigned to them, but can also be used for recreational purposes or weather forecasts. Users can communicate with the chatbot using natural language through various chat applications: Skype, Webex Teams or through an intelligent speaker. The objectives that are proposed: illustration of the chatbot concept, illustrating the notion of chatbot through different scenarios, approaches; integration and use of common messaging services; using a platform as a service, named Firebase; create or modify data streams structured as incidents through APIs.

CompSupport: A series of unfortunate events

2019 ◽  
Vol 10 (1) ◽  
pp. 11-18
Author(s):  
Sameh Al Natour
Keyword(s):  
Customer Service ◽  
Support Services ◽  
Cost Reduction ◽  
Service Providers ◽  
Personal Computers ◽  
Online Support ◽  
Internet Service Providers ◽  
Internet Service ◽  
Buyout Options

CompSupport Inc. was a leader of online support services for personal computers and devices. After a brief period operating in a B2C channel, the company shifted and refined its focus to two primary customer segments: Internet service providers and corporate accounts. CompSupport’s key mandate was to improve their customer’s helpdesk operations through outsourcing in order to achieve two goals: cost reduction and improved customer service. In May 2017, the lack of liquidity meant that the company would be unable to make its next pay period without an additional injection of funds. The company arrived at a crossroads, and a decision had to be made. The alternatives consisted of two buyout options and a merger opportunity. This case study evaluates CompSupport’s state at the time of the decision, and highlights the events that took place prior to the decision period that may have contributed to the company’s problems.

scholarly journals THE LEGAL PROTECTION OF CONSUMERS FOR ACQUISITION PDAM CLEAN WATER SERVICE (The Case Study Of PDAM Surabaya City)

2021 ◽  
Vol 2 (2) ◽  
pp. 98-117
Author(s):  
Rista Veria Dewi ◽  
Djulaeka Djulaeka
Keyword(s):  
Water Quality ◽  
Service Providers ◽  
Legal Protection ◽  
Quality Standard ◽  
Research Approach ◽  
Clean Water ◽  
Water Service ◽  
Legal Remedies ◽  
Service Recipient

This study was conducted to determine the existence of negligence on the quality standard of water that is flowed by PDAM Surya Sembada, as well as legal remedies that can be carried out by consumers who suffer losses from the clean water services they receive. The research method used is normative research. The research approach is was carried out using a legislative aprroarch, namely by reviewing the law in accordance with legal issues raised related to water quality standards and the responsibilities of PDAM Surya Sembada as the service provider of clean water service recipients in the Surya Sembada City PDAM Surabaya as a cunsumers.  The results showed that the service recipient felt disadvantaged, because there were several aspects of the quality standard of water that was flowed as  reflected in the provisions of Permenkes No. 492 of 2010 concerning Requirements for Drinking Water Quality that were not appropriate and the provision of compensation by clean water service providers to the recipients of services whose right have been impaired is also not carried out properly, so that consumers as service recipients can file claims related to compensation suffered through out of court (no litigation) and court (litigation) ways.

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