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ICE |
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Intelligent Computing assistant for
Enterprises Coordinator: Henar Muñoz Frutos, e-mail: henar (at) tid.es Involved countries: Spain, Netherland |
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Abstract |
| Most SMEs do not use Information and Communication Technologies inside their businesses since SME staff lacks IT knowledge and computers programs and applications are getting more and more complex. Moreover, computers are not able to detect risks or failures while user is interacting. On the other hand, the same situation happens in Call Centers, where operators do not have enough IT profile to understand and react towards customers requests. ICE proposal arises in order to solve all these problems and enable non-IT users to interact do their daily work. The particular skills of ICE are devoted to understanding customers and presenting the information intelligently and in a timely manner. The main goal of such an assistant is to reduce the user’s cognitive overload. In such a context, the agent displays autonomy while working with the user cooperatively. Interfacing humans to computer systems using ICE may improve the quality of interaction, especially when the user is involved in several simultaneous tasks. Concretely ICE can assist users by hiding the complexity of difficult tasks; performing tasks on behalf of the user; training the user; helping different users to collaborate; monitoring events and procedures and so on. ICE will deal with the introduction of a set of new technologies such as Artificial Intelligent techniques, semantic technologies, advance user interfaces… in as to enable computer be enough intelligent to understand customer requests and react about them. |