6533b7d7fe1ef96bd12683c1

RESEARCH PRODUCT

A Multi-channel Communication Framework

Michal Nagy

subject

Service (systems architecture)Relation (database)Human–computer interactionComputer sciencebusiness.industryContext awarenessSemantic technologyContext (language use)Ontology (information science)Modular designbusinessComputer networkCommunication channel

description

We present a modular framework for a business-to-customer communication service integrating several communication channels. Using such a service it is possible to find hidden relationships between messages and thus collect more customer-related data. The framework core is a message-conversion engine capable of converting channel-independent abstract messages into concrete messages and vice-versa. The conversion process is context-dependent. The context consists of formally described communication channel characteristics and user preferences. The framework is based on semantic technologies due to a balance between their expressive power, reasoning properties, and existence of production-quality tools. This chapter describes the multi-channel communication framework with relation to its components. Among others we discuss message conversion and channel selection.

yearjournalcountryeditionlanguage
2013-01-01
https://doi.org/10.1007/978-3-642-35737-4_5