Interaction Systems for Smarter Service Engagements

服务业约占加拿大经济的71%，在大多数发达市场中增长最快。即使是非服务组织也在为其业务增加重要的服务组件，但仍难以获得与其业务其他部分类似的利润率。这项研究是及时的，对未来的加拿大具有至关重要的战略意义，因为我们的经济发展越来越依赖于服务组织的进步和可持续性。本研究的贡献是通过提供新颖和创新的智能交互系统来提高服务参与和服务客户体验的有效性，从而影响服务组织的全球竞争力。在业务流程调整和自主计算的计算机科学研究已经导致内部系统的改进，但是，很少有研究集中在智能交互系统的客户端流程与提供商的业务流程。与生产和销售商品独立于客户互动的制造业和商品为基础的组织相比，服务业需要客户投入。通过客户参与体验，有很大的机会提高服务组织的效率和生产力。我们将智能交互系统定义为社交系统，其：实现跨媒体的无缝交互体验;与服务提供商的内部系统集成，以直接和可测量地实现提供商的业务目标;利用外部客户端系统（例如，社会媒体网站），以便直接和可衡量地满足服务客户的目标;调整提供者/客户的过程，并自我配置和适应不同的客户和不同的服务过程;并具有嵌入式监测和测量能力，以便可以评估目标的实现和过程的调整。

The service sector represents approximately 71% of the Canadian economy and is the fastest growing in most developed markets. Even non-service organizations are adding significant service components to their business yet struggle to attain profit margins similar to those in other parts of their business. This research is timely and of critical strategic importance for the future Canada because our economic development increasingly depends on advances in and sustainability of service organizations. Contributions of this research are expected to impact the global competitiveness of service organizations by providing novel and innovative smart interaction systems to enhance the effectiveness of service engagements and service client experiences.This research is focused on smart interaction systems to support service engagements. Computer science research in business process alignment and autonomic computing has resulted in improvements to internal systems; however, little research has been focused on smart interaction systems for aligning client processes with provider business processes. Compared to manufacturing and commodity-based organizations which produce and sell goods independently of client interactions, client input is required in services. There is significant opportunity to improve efficiency and productivity of service organizations through the client engagement experience. We define smart interaction systems as social systems that: enable seamless interaction experiences across media; integrate with internal systems of service providers to directly and measurably achieve provider business goals; make use of data available from external client systems (e.g., social media sites) in order to directly and measurably satisfy service client goals; align provider / client processes and self-configure and -adapt to different clients and diverse service processes; and, have embedded monitoring and measurement capabilities so that achievement of goals and alignment of processes can be assessed.