dc.contributor.author | Halvorsrud, Ragnhild | |
dc.contributor.author | Mannhardt, Felix | |
dc.contributor.author | Johnsen, Einar Broch | |
dc.contributor.author | Tapia Tarifa, Silvia Lizeth | |
dc.date.accessioned | 2022-05-06T08:21:13Z | |
dc.date.available | 2022-05-06T08:21:13Z | |
dc.date.created | 2021-11-30T23:05:38Z | |
dc.date.issued | 2021 | |
dc.identifier.citation | 2021 IEEE International Conference on Services Computing (SCC), 367-369. | en_US |
dc.identifier.isbn | 978-1-6654-1683-2 | |
dc.identifier.uri | https://hdl.handle.net/11250/2994491 | |
dc.description.abstract | This 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.iso | eng | en_US |
dc.publisher | Institute of Electrical and Electronics Engineers (IEEE) | en_US |
dc.relation.ispartof | IEEE International Conference on Services Computing, SCC 2021 | |
dc.subject | User journey | en_US |
dc.subject | Process mining | en_US |
dc.subject | Formal models | en_US |
dc.title | Smart Journey Mining for Improved Service Quality | en_US |
dc.title.alternative | Smart Journey Mining for Improved Service Quality | en_US |
dc.type | Chapter | en_US |
dc.type | Peer reviewed | en_US |
dc.description.version | acceptedVersion | en_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.pagenumber | 367-369 | en_US |
dc.identifier.doi | 10.1109/SCC53864.2021.00051 | |
dc.identifier.cristin | 1962284 | |
dc.relation.project | Norges forskningsråd: 237898 | en_US |
dc.relation.project | Norges forskningsråd: 312198 | en_US |
dc.relation.project | Norges forskningsråd: 274515 | en_US |
cristin.ispublished | true | |
cristin.fulltext | postprint | |
cristin.qualitycode | 1 | |