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SUMMARY:blogIT: Electronic Chronicling and Analysis of Contact Center Oper
 ations (Maja) and Time-lapse Photography as an Assistive Tool  (Greg) - Ma
 ja Vukovic (first talk) and Gregory Hughes (second talk)\, Rainbow Group\,
  University of Cambridge Computer Lab
DTSTART:20051027T131500Z
DTEND:20051027T141500Z
UID:TALK4524@talks.cam.ac.uk
CONTACT:dke22
DESCRIPTION:First talk (Maja): \n\nblogIT: Electronic Chronicling and Anal
 ysis of Contact Center Operations\n\n(joint work with Mark Podlasec and Go
 pal Pingali from IBM T.J. Watson Research Center)\n\nCurrent tools for con
 tact centers fall far short of providing appropriate mechanisms for captur
 ing and maintaining detailed descriptions of technical problems\, solution
 s\, and the processes by which these solutions are located and applied. To
  facilitate the effective acquisition and sharing of this information\, we
  have developed a digital journaling system that unifies multiple activity
  sources and depicts a comprehensive view of IT operations\, including per
 sonal interactions and generated artifacts. This system\, which we call bl
 ogIT\, is comprised of data loggers\, which are responsible for automatic 
 capture of problem-solving activities\, annotation tools\, which facilitat
 e spontaneous recording and sharing of insights\, and an analytics engine\
 , which performs concept extraction from the archived multimodal data. \n\
 nIn this talk\, I will demonstrate how blogIT integrates job ticket histor
 ies with other support activity (email\, chat sessions\, phones calls\, et
 c.) into electronic chronicles\, which can be illuminated with relevant do
 cuments\, RSS feeds\, images\, and video clips. I also demonstrate that co
 nverting existing problem tickets from an in-house database with over 5 mi
 llion records (structured data) into searchable blog entries (unstructured
  data) is an effective\, practical\, and scalable approach to increase the
  likelihood of first call resolution. Finally\, I discuss preliminary resu
 lts of chronicle analytics\, as a first step toward deriving business proc
 ess statistics\, contact networks\, solution experts\, and best practices.
  \nblogIT that has been developed as part of my summer project at Smart Bu
 siness Environments Group at IBM T.J. Watson Research Center\n\nSecond tal
 k (Greg):\n\nStudents with visual impairments struggle in a classroom sett
 ing due to the visual nature of lectures and the inherent visual nature of
  information presented on a whiteboard\, blackboard\, or a digital display
 . Students generally sit between 4 and 20 metres away from a blackboard\, 
 sometimes making it difficult for even an average-sighted student to read 
 professors' writing\, and almost impossible for students with visual impai
 rments. Utalizing high-resolution digital cameras it is possible to captur
 e the contents of a whiteboard in real time to allow presentation to a stu
 dent with a visual disability without requiring the lecturer to adapt to n
 ew technologies.
LOCATION:Rainbow Room\, Computer Laboratory
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