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dc.contributor.authorHalvorsrud, Ragnhild
dc.contributor.authorMannhardt, Felix
dc.contributor.authorJohnsen, Einar Broch
dc.contributor.authorTapia Tarifa, Silvia Lizeth
dc.date.accessioned2022-05-06T08:21:13Z
dc.date.available2022-05-06T08:21:13Z
dc.date.created2021-11-30T23:05:38Z
dc.date.issued2021
dc.identifier.citation2021 IEEE International Conference on Services Computing (SCC), 367-369.en_US
dc.identifier.isbn978-1-6654-1683-2
dc.identifier.urihttps://hdl.handle.net/11250/2994491
dc.description.abstractThis paper describes emergent challenges in extending and uniting research in service science and process mining. By combining formal representations of user journeys with process mining constructs, we aim to develop tools for automated capture and analysis of user interactions extending across service systems. Based on the resulting database of actual user journeys and user models, we will use logic-based techniques and machine learning to expose deviations and predict possible behaviours for pre-emptive problem solving and service recovery.en_US
dc.language.isoengen_US
dc.publisherInstitute of Electrical and Electronics Engineers (IEEE)en_US
dc.relation.ispartofIEEE International Conference on Services Computing, SCC 2021
dc.subjectUser journeyen_US
dc.subjectProcess miningen_US
dc.subjectFormal modelsen_US
dc.titleSmart Journey Mining for Improved Service Qualityen_US
dc.title.alternativeSmart Journey Mining for Improved Service Qualityen_US
dc.typeChapteren_US
dc.typePeer revieweden_US
dc.description.versionacceptedVersionen_US
dc.rights.holder© 2021 IEEE. Personal use of this material is permitted. Permission from IEEE must be obtained for all other uses, in any current or future media, including reprinting/republishing this material for advertising or promotional purposes, creating new collective works, for resale or redistribution to servers or lists, or reuse of any copyrighted component of this work in other works.en_US
dc.source.pagenumber367-369en_US
dc.identifier.doi10.1109/SCC53864.2021.00051
dc.identifier.cristin1962284
dc.relation.projectNorges forskningsråd: 237898en_US
dc.relation.projectNorges forskningsråd: 312198en_US
dc.relation.projectNorges forskningsråd: 274515en_US
cristin.ispublishedtrue
cristin.fulltextpostprint
cristin.qualitycode1


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