Title:

A Novel System Architecture for an Improved Self-care Solution – Conceptual Design and Key Components, Journal of Telecommunications and Information Technology, 2020, nr 4

Creator:

Ramos, Jorge ; Seabra, Eduardo ; Castro, José ; Santos, Patrick

Subject and Keywords:

data mining ; adaptive interfaces ; user profiling ; big data analytics

Description:

The high penetration rate that mobile devices enjoy in to day’s society has facilitated the creation of new digital services, with those offered by operators and content providers standing out. However, even this has failed to encourage consumers to express positive opinions on telecommunication services, especially when compared with other sectors. One of the main reasons of the mistrust shown is the low level of quality of customer service provided an area that generates high costs for the operators themselves, due to the high number of people employed at call centers in order to handle the volume of calls received. To face these challenges, operators launched self-care applications in order to provide customers with a tool that would allow them to autonomously manage the services they have subscribed. In this paper, we present an architecture that provides customized information to customers – a solution that is separate from mobile operating systems and communication technologies

Publisher:

Instytut Łączności - Państwowy Instytut Badawczy

Date:

2020, nr 4

Resource Type:

artykuł

Format:

application/pdf

Resource Identifier:

ISSN 1509-4553, on-line: ISSN 1899-8852

Source:

Journal of Telecommunications and Information Technology

Language:

ang

Rights Management:

Biblioteka Naukowa Instytutu Łączności