Artificial Intelligence Research
- Organic Knowledge Management
for Web-based Customer Service
In Knowledge Management: Concepts, Methodologies, Tools, and Applications, M. E. Jennex, Ed., IGI Global, 2008, pp. 1971-1986.
This paper was republished as part of a comprehensive six-volume reference on knowledge management.
- Refactoring the ht://Dig Search Engine
16th International Conference on World Wide Web (Banff, Canada, May 8 - 12, 2007) WWW '07.
This presentation describes our work extending and enhancing the open source search engine ht://Dig.
- Adaptive web sites: user studies and simulation
In Proceedings of the 15th International Conference on World Wide Web (Edinburgh, Scotland, May 23 - 26, 2006). WWW '06. ACM Press, New York, NY, pp. 975-976.This paper presents results from a large study of user behavior on web sites using RightNow software. Simulations based on simple user and site models add insight to the ways in which self-learning adapts the web sites to improve findability of information in the knowledge base.
- Organic Knowledge Management
for Web-based Customer Service
In Organizational Data Mining: Leveraging Enterprise Data Resources for Optimal Performance, H. R. Nemati and C. D. Barko, Eds., Idea Group Inc., 2004, pp. 92-108.
This book chapter focuses on the knowledge management aspects of customer service applications and how they can be handled with data mining and AI techniques.
- A System for Affective Rating of Texts
Third Workshop on Operational Text Classification Systems (OTC-03)Short summary of techniques used to determine the emotional tone of texts. Presented at the 9th ACM International Conference on Knowledge Discovery and Data Mining (KDD-2003), Washington, DC, August 27, 2003.
- Information Self-Service with a
Knowledge Base That Learns
AI Magazine, Winter 2002 issue
Extended and revised version of a paper presented at the 2002 Innovative Applications in Artificial Intelligence conference. AI Magazine is published by the American Association for Artificial Intelligence, and is the journal of record for the AI community.
- Fuzzy Adaptive Clustering and
Classification for Browsable Document Directories
ANNIE-2002, November 2002, St Louis
ANNIE is a yearly conference on Smart Engineering System Design: Neural Networks, Fuzzy Logic, Evolutionary Programming Artificial Life, and Data Mining.
- RightNow eService Center: Internet
Customer Service Using a Self-Learning Knowledge Base
IAAI, July 2002, Edmonton
IAAI is the Innovative Applications in Artificial Intelligence conference, a conference affiliated with the American Association for Artificial Intelligence (AAAI). AAAI is a nonprofit scientific society devoted to advancing the scientific understanding of the mechanisms underlying thought and intelligent behavior and their embodiment in machines.
This paper was peer reviewed and won the "Innovative Applications of Artificial Intelligence Award." The Innovative Applications of Artificial Intelligence Conference honors case-study papers that describe deployed applications with measurable benefits and include some aspect of AI technology.
- Mining User Session Data to Facilitate User
Interaction With a Customer Service Knowledge Base in RightNow
Web
SIGKDD, August 2001, San Francisco
SIGKDD is the Special Interest Group on Knowledge Discovery in Data, part of the Association of Computing Machinery (ACM). The ACM is a leading sponsor of computer related academic conferences.
