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User modelling for live help systems
Linköping University, Department of Computer and Information Science. Linköping University, The Institute of Technology.
Linköping University, Department of Computer and Information Science. Linköping University, The Institute of Technology.
Linköping University, Department of Computer and Information Science. Linköping University, The Institute of Technology.
2001 (English)In: Proceedings of the Second International Workshop on Electronic Commerce (Welcom'01) / [ed] G. Goos, J. Hartmanis, and J. van Leeuwen, Springer Verlag , 2001, 1, 164-179 p.Conference paper, Published paper (Refereed)
Abstract [en]

We have explored the role of user modelling in live help systems for e-commerce web sites. There are several potential benefits with user modelling in this context: 1) Human assistants can use the personal information in the user models to provide the users with efficient support tailored to their personal needs; 2) Assistants can be more comfortable in their supporting role; 3) Consultation resources can be saved, and thus, financial savings can be made for the e-commerce company. A user modelling approachh as been implemented and deployed in a real web environment as part of a live help system. Following the deployment we have analysed consultation dialogue logs and answers to a questionnaire for participating assistants. This paper elaborates on these results, which show that assistants consider user modelling to be helpful and that consultation dialogues can be an important source for user model data collection. Based on lessons learned from the study, future directions for researchand development are carefully analysed and laid out.

Originally we used the term web assistant system. However, similar system have recently begun to appear on e-commerce sites, commonly referred to as live help systems. To avoid future confusion we now refer to our work using this newly adopted terminology.

Place, publisher, year, edition, pages
Springer Verlag , 2001, 1. 164-179 p.
Series
Lecture Notes in Computer Science, ISSN 0302-9743 (print), 1611-3349 (online)
National Category
Engineering and Technology
Identifiers
URN: urn:nbn:se:liu:diva-54748DOI: 10.1007/3-540-45598-1_16ISBN: 978-3-540-42878-7 (print)OAI: oai:DiVA.org:liu-54748DiVA: diva2:309719
Conference
Second International Workshop on Electronic Commerce (Welcom'01), Heidelberg, Germany, November 16-17
Available from: 2010-04-08 Created: 2010-04-08 Last updated: 2012-12-21
In thesis
1. Live help systems: an approach to intelligent help for Web information systems
Open this publication in new window or tab >>Live help systems: an approach to intelligent help for Web information systems
2002 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Since the creation of the World-Wide Web we have seen a great growth in the complexity of Web sites. There has also been a large expansion in number of Web sites and in amount of usage. As a consequence, more and more Web site users are having problems accomplishing their tasks, and it is increasingly important to provide them with support.

Our research approach to online help for Web site users is the introduction and study of what we call live help systems. A live help system is an intelligent help system which integrates human experts in the process of advice giving by allowing users to communicate with dedicated expert assistants through the help system. Traditional fully automatic intelligent help systems have several common problems. For example, there are problems with large system complexity, knowledge engineering bottlenecks, and credibility. We hypothesise that live help systems, offer a solution to these problems.

Our aim with this thesis is to explore the design, technical feasibility, and usability of live help systems, in order to provide a foundation on which future research and practise can build. We have systematically explored the design space of live help systems. We have implemented and successfully deployed a live help system at an existing Web site, thereby demonstrating technical feasibility. During the deployment period, data was collected from the users and the human experts. Our analysis shows that live help systems are greatly appreciated by Web users, and that they are indeed effective in helping users accomplish their tasks. We also provide empirical results regarding the effectiveness of employing automatic help functions as a filter for the human experts. Further, the concept of user modelling as an aid for human experts has been explored as part of the field study. 

Place, publisher, year, edition, pages
Linköping: Linköpings universitet, 2002. 33 p.
Series
Linköping Studies in Science and Technology. Dissertations, ISSN 0345-7524 ; 745
National Category
Computer Science
Identifiers
urn:nbn:se:liu:diva-35595 (URN)27885 (Local ID)91-7373-311-3 (ISBN)27885 (Archive number)27885 (OAI)
Public defence
2002-05-07, Visionen, Hus B, Linköpings Universitet, Linköping, 13:15 (Swedish)
Available from: 2009-10-10 Created: 2009-10-10 Last updated: 2012-12-21

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Åberg, JohanShahmehri, NahidMaciuszek, Dennis

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