Interaction Systems for Smarter Service Engagements

服务业约占加拿大经济的71%，是大多数发达市场中增长最快的。即使是非服务组织也在向其业务中添加重要的服务组件，但却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。通过提供新颖创新的智能交互系统，提升服务参与的有效性和服务客户体验，本研究的重点是支持服务参与的智能交互系统，从而影响服务组织的全球竞争力。在业务流程协调和自主计算方面的计算机科学研究导致了内部系统的改进；然而，很少有人将重点放在将客户流程与提供商业务流程协调一致的智能交互系统上。与独立于客户互动而生产和销售商品的制造业和商品型组织相比，服务需要客户的投入。通过客户参与体验，有很大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这样的社交系统：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，以直接和可衡量的方式实现提供商的业务目标；利用外部客户端系统(例如，社交媒体网站)提供的数据，以直接和可衡量的方式满足服务客户的目标；协调提供商/客户流程，并自我配置和适应不同的客户和不同的服务流程；以及，具有嵌入式监控和测量能力，以便评估目标的实现和流程的一致性。

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.