Agent-assisted automation is a type of call center technology that automates elements of what the call center agent 1) does with his/her desktop tools and/or 2) says to customers during the call using pre-recorded audio. It is a relatively new category of call center technology that shows promise in improving call center productivity and compliance. == Types of agent-assisted automation == === Pre-recorded audio === Pre-recorded audio (sometimes referred to as soundboard (computer program) or as soundboard technology) is another form of agent-assisted automation. The purpose of using pre-recorded messages is to increase the probability (and in some cases error-proof the process so) that the right information is provided to customers at the right time. The required disclosures are pre-recorded to ensure accuracy and understandability. By integrating the recordings with the customer relationship management software, the right combination of disclosures can be played based on the combination of goods and services the customer purchased. The integration with the customer relationship management software also ensures that the order cannot be submitted until the disclosures are played, essentially error-proofing (poka-yoke) the process of ensuring the customer gets all the required consumer protection information. Phone surveys are ideal applications of this technology. Whether surveying market preferences or political views, the pre-recorded audio with an agent listening allows the questions to be asked in the same way every time, uninfluenced by the agents' fatigue levels, accents, or their own views. === Fraud prevention === Fraud prevention is a specialized type of agent-assisted automation focused on reducing ID theft and credit card fraud. ID theft and credit card fraud are huge threats for call centers and their customers and few good solutions exist, but new agent-assisted automation solutions are producing promising results. The technology allows the agents to remain on the phone while the customers use their phone key pads to enter the information. The tones are masked and the information passes directly into the customer relationship management system or payment gateway in the case of credit card transactions. The automation essentially makes it impossible for call center agents and also call center personnel that might be monitoring the calls to steal the credit card number, social security number, or other personally identifiable information. === Outbound telemarketing === Another specialized application space of agent-assisted automation is in outbound telemarketing, which goes under numerous headings including outbound prospecting, cold calling, solicitation, fund-raising, etc. Turnover is high among agents engaged in this kind of work because the task is tedious and emotionally difficult. It is tedious because the agent spends the bulk of their day, not talking to qualified leads, but in getting wrong numbers and answering machines. == Benefits == Just as automation has benefited manufacturing by reducing the mental and physical effort required of workers while simultaneously improving throughput, quality, and safety, agent-assisted automation is improving call center results while reducing the tiring aspects of the job for agents. In some cases, the agent-assisted automation streamlines the process and allows calls to be handled more quickly. By eliminating cutting and pasting from one application to another, by auto-navigating applications, and by providing a single view of the customer, agent-assisted automation can reduce call handle time and increase agent productivity. Second, in theory, the more steps that can be automated and the more logic that can be built into the call flow (e.g., if the customer buys items 2 and 9, then disclosures a, c, and f are read by the pre-recorded audio), then companies may be able to reduce the amount of training that is required of the agents while at the same time ensuring more consistency and accuracy. However, no published studies have reported this result yet. But an even larger problem in call centers is between-agent variation in behavior and results. Agents differ in the amount of training and coaching they receive, they differ in the amount of experience they have, their jobs are repetitious and tiring, and the process and procedures the agents are supposed to follow constantly change. Moreover, there are significant individual differences between agents in their intelligence, personality, motivations, etc. which all affect performance. Despite the large amount of money call centers have spent over decades trying to reduce between-agent variation, the problem is still so prevalent that one large study of customer interactions with call centers found that a customer's experience was completely a function of the quality of the agent who happened to answer the phone. Therefore, the most significant benefit of agent-assisted automation may prove to be in how the automation error-proofs or poka-yoke the process and ensures that something that needs to be done or said happens every time. Properly implemented, the between-agent variation for whatever step of the process the automation is applied to may be able to be reduced to near zero. This is especially important in a collection agency whose processes and procedures are closely regulated by the Fair Debt Collection Practices Act.
Realization (linguistics)
In linguistics, realization is the process by which some kind of surface representation is derived from its underlying representation; that is, the way in which some abstract object of linguistic analysis comes to be produced in actual language. Phonemes are often said to be realized by speech sounds. The different sounds that can realize a particular phoneme are called its allophones. Realization is also a subtask of natural language generation, which involves creating an actual text in a human language (English, French, etc.) from a syntactic representation. There are a number of software packages available for realization, most of which have been developed by academic research groups in NLG. The remainder of this article concerns realization of this kind. == Example == For example, the following Java code causes the simplenlg system [2] to print out the text The women do not smoke.: In this example, the computer program has specified the linguistic constituents of the sentence (verb, subject), and also linguistic features (plural subject, negated), and from this information the realiser has constructed the actual sentence. == Processing == Realisation involves three kinds of processing: Syntactic realisation: Using grammatical knowledge to choose inflections, add function words and also to decide the order of components. For example, in English the subject usually precedes the verb, and the negated form of smoke is do not smoke. Morphological realisation: Computing inflected forms, for example the plural form of woman is women (not womans). Orthographic realisation: Dealing with casing, punctuation, and formatting. For example, capitalising The because it is the first word of the sentence. The above examples are very basic, most realisers are capable of considerably more complex processing. == Systems == A number of realisers have been developed over the past 20 years. These systems differ in terms of complexity and sophistication of their processing, robustness in dealing with unusual cases, and whether they are accessed programmatically via an API or whether they take a textual representation of a syntactic structure as their input. There are also major differences in pragmatic factors such as documentation, support, licensing terms, speed and memory usage, etc. It is not possible to describe all realisers here, but a few of the emerging areas are: Simplenlg [3]: a document realizing engine with an api which intended to be simple to learn and use, focused on limiting scope to only finding the surface area of a document. KPML [4]: this is the oldest realiser, which has been under development under different guises since the 1980s. It comes with grammars for ten different languages. FUF/SURGE [5]: a realiser which was widely used in the 1990s, and is still used in some projects today OpenCCG [6]: an open-source realiser which has a number of nice features, such as the ability to use statistical language models to make realisation decisions.
Tertiary review
In software engineering, a tertiary review is a systematic review of systematic reviews. It is also referred to as a tertiary study in the software engineering literature. However, Umbrella review is the term more commonly used in medicine. Kitchenham et al. suggest that methodologically there is no difference between a systematic review and a tertiary review. However, as the software engineering community has started performing tertiary reviews new concerns unique to tertiary reviews have surfaced. These include the challenge of quality assessment of systematic reviews, search validation and the additional risk of double counting. == Examples of Tertiary reviews in software engineering literature == Test quality Machine Learning Test-driven development
1DayLater
1DayLater was a free, web-based software that was focused on professional invoicing. The company was formed in 2009 and closed in October 2013. The main function of 1DayLater was to help users create invoices for clients. It could also be used to track time and other expenses, work to budgets, and to track projects. Multiple users could simultaneously work on the same projects together. PC Magazine (PCMag) voted 1DayLater as one of the 'Best Free Software of 2010'. == History == The software was developed by two brothers, Paul and David King; after they experienced similar frustrations while working freelance, the brothers wanted to create a product that would let them track time, expenses and business miles in a single online location. == Media coverage == 1DayLater had the following press coverage: BBC Webscape (July 2010) - Kate Russell gives her latest selection of the best sites on the World Wide Web PCMag (March 2010) - The best free software of 2010 Lifehacker (February 2010) - "A worthy addition to our 'Top Ten Tips and Tools for Freelancers'" Gigaom (February 2010) - Taking a closer look with 1DayLater The Journal (May 2009) - "Top Ten Brands of the North East" (UK) Techcrunch (January 2009) - "A 'feisty time tracking solution from the North East of England'"
InciWeb
InciWeb is an interagency all-risk incident web information management system provided by the United States Forest Service released in 2004. It was originally developed for wildland fire emergencies, but can be also used for other emergency incidents (natural disasters, such as earthquakes, floods, hurricanes, and tornadoes). == Introduction == It was developed with two primary missions: 1. Provide the public a single source of incident related information 2. Provide a standardized reporting tool for the Public Affairs community Official announcements include evacuations, road closures, news releases, maps, photographs, and basic info and current situation about the incident. Incident information can be accessed by: web browser at https://inciweb.wildfire.gov/ Twitter RSS web feed == Technical == The original application was hosted at the United States Forest Service - Wildland Fire Training and Conference Center, at McClellan Airfield, California, comprising three servers: Database server Administrative server Load balancer for the public content which routes traffic to a pool of eight servers. Web traffic averages 2 million plus hits daily during the fire season with the ability to handle 3.5 million hits. The servers were moved to the National information Technology Center (NITC), Kansas City, Missouri on July 16, 2008, along with the release of version 2.0; the current version is 2.2. == Availability issues == InciWeb was having technical difficulties due to the high volume of Internet users trying to access the site during the September–October 2006 Day Fire and the Summer 2008 California wildfires. == Participating agencies == United States Forest Service Bureau of Land Management Bureau of Indian Affairs Fish and Wildlife Service National Park Service National Oceanic & Atmospheric Administration Department of the Interior Office of Aircraft Services National Association of State Foresters United States Fire Administration These same agencies are also in the National Interagency Fire Center.
Discrete skeleton evolution
Discrete Skeleton Evolution (DSE) describes an iterative approach to reducing a morphological or topological skeleton. It is a form of pruning in that it removes noisy or redundant branches (spurs) generated by the skeletonization process, while preserving information-rich "trunk" segments. The value assigned to individual branches varies from algorithm to algorithm, with the general goal being to convey the features of interest of the original contour with a few carefully chosen lines. Usually, clarity for human vision (aka. the ability to "read" some features of the original shape from the skeleton) is valued as well. DSE algorithms are distinguished by complex, recursive decision-making processes with high computational requirements. Pruning methods such as by structuring element (SE) convolution and the Hough transform are general purpose algorithms which quickly pass through an image and eliminate all branches shorter than a given threshold. DSE methods are most applicable when detail retention and contour reconstruction are valued. == Methodology == === Pre-processing === Input images will typical contain more data than is necessary to generate an initial skeleton, and thus must be reduced in some way. Reducing the resolution, converting to grayscale, and then binary by masking or thresholding are common first steps. Noise removal may occur before and/or after converting an image to binary. Morphological operations such as closing, opening, and smoothing of the binary image may also be part of pre-processing. Ideally, the binarized contour should be as noise-free as possible before the skeleton is generated. === Skeletonization === DSE techniques may be applied to an existing skeleton or incorporated as part of the skeleton growing algorithm. Suitable skeletons may be obtained using a variety of methods: Thinning algorithms, such as the Grassfire transform Voronoi diagram Medial Axis Transform or Symmetry Axis Transform Distance Mapping === Significance Measures === DSE and related methods remove entire spurious branches while leaving the main trunk intact. The intended result is typically optimized for visual clarity and retention of information, such that the original contour can be reconstructed from the fully pruned skeleton. The value of various properties must be weighted by the application, and improving the efficiency is an ongoing topic of research in computer vision and image processing. Some significance measures include: Discrete Bisector Function Contour length Bending Potential Ratio Discrete Curve Evolution === Iteration === Each branch is evaluated during a pass through the skeletonized image according to the specific algorithm being used. Low value branches are removed and the process is repeated until a desired threshold of simplicity is reached. === Reconstruction === If all points on the output skeleton are the center points of maximal disks of the image and the radius information is retained, a contour image can be reconstructed == Applications == === Handwriting and text parsing === Variability in hand-written text is an ongoing challenge, simplification makes it somewhat easier for computer vision algorithms to make judgements about intended characters. === Soft body classification (animals) === The maximal disks centered on the skeleton imply roughly spherical masses, the features of the extracted skeleton are relatively unchanged even as the soft body deforms or self-occludes. Skeleton information is one facet of determining whether two animals are the "same" some way, though it must usually be paired with another technique to effectively identify a target. === Medical uses === Investigation of organs, tissue damage and deformation caused by disease.
NationBuilder
NationBuilder is a Los Angeles-based technology start-up that develops content management and customer relationship management (CRM) software. Although the company initially targeted political campaigns and nonprofit organizations, it later expanded its marketing efforts to include other people and organizations trying to build an online following, such as artists, musicians and restaurants. The software uses voter data such as names, addresses and other information, such as previous voting records in the case of political campaigns, to allow users to centralize, build and manage campaigns by integrating various communication tools like websites, newsletters, text messaging and social media channels under one platform. Among other features, the software enables users to quickly create websites, build databases through registrations, send targeted newsletters, analyse data from multiple sources and leverage micro-donations. The software's appeal towards political campaigns comes from the combination of a number of previously separate campaigning services, channels and data sources into a single platform that was presented as a facile solution for non-technical users and which enabled political campaigners to quickly deploy campaigns by convincing numerous people to donate. == History == NationBuilder was founded in 2009 in Los Angeles by Jim Gilliam and launched in 2011. In 2012 Joe Green joined NationBuilder as co-founder and president. He left that role 11 months later in February 2013. Gilliam was previously a movie-maker who co-founded Brave New Films with Robert Greenwald and had sought funding for his films through crowd-sourcing. Green, who studied organizing at Harvard and was Mark Zuckerberg's roommate, is also the co-founder of the Causes Facebook app; he left NationBuilder in 2013. Since its founding, the company has helped campaigns raise $1.2 billion. In 2012, NationBuilder announced that 1,000 subscribers have used its software to amass 2.5 million supporters and raise $12 million in campaign donations. In 2015 it has helped raise $264 million, recruit over one million volunteers and coordinate some 129,000 events. By 2016, the company said its software was used by about 40 percent of all contested elections at the state and national level in the U.S., which included 3,000 political campaigns. Using such software is easier in the U.S. than Europe, where comprehensive data protection and privacy laws are in effect since 2018. The Scottish National Party was the first political party to use NationBuilder, harvesting vast amounts of data pertaining to voter activity via websites such as Facebook and Twitter. This revelation prompted outrage over privacy concerns. Guy Herbert of the No2ID campaign called the use of such data harvesting tools by the SNP "utterly hypocritical". == Funding == Investors in NationBuilder include Chris Hughes - the Facebook co-founder, Sean Parker - first president of Facebook and co-founder of Napster and Causes, Dan Senor - the former Republican foreign-policy adviser and Ben Horowitz, co-founder of Andreessen Horowitz. In 2012, it has raised $6.3 million in funding from a number of investors. == Notable implementations == The software is reported to have played a role in some public elections in Europe, the US and New Zealand, as well as non-profit initiatives, and political parties in Australia. Notable users include Bernie Sanders, Mitch McConnell, Andrew Yang, Theresa May, Amnesty International, the NAACP and Donald Trump. === France === La République En Marche used NationBuilder in their campaign for the 2017 National Assembly. === New Zealand === NationBuilder's services are used by New Zealand political parties, including in the campaigns of both the National and Labour parties in the 2017 general election. === United Kingdom === Despite stricter data protection and privacy laws in the UK and EU, NationBuilder was used to significant impact in a number of UK elections, most notably in the 2016 campaign for withdrawal of the United Kingdom from the European Union. The company later made a public announcement that both sides in that campaign had used its software. === United States === NationBuilder was used in the Donald Trump presidential campaign to advance his election efforts and eventually win the 2016 presidential race. Jill Stein of the Green Party, Republican Rick Santorum, and independent supporters of various candidates all used NationBuilder during their 2016 runs for president. During the 2018 US election cycle, political entities paid more than $1 million for the use of NationBuilder. Among the entities paying the most were Donald J. Trump for President, Prosperity Action and the Republican Party of Tennessee.