• Journal of Intelligence and Information Systems
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• v.16 no.3
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• pp.99-120
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• 2010

Due to the wide spread of customers' frequent access of non face-to-face services, there have been many attempts to improve customer satisfaction using huge amounts of data accumulated throughnon face-to-face channels. Usually, a call center is regarded to be one of the most representative non-faced channels. Therefore, it is important that a call center has enough agents to offer high level customer satisfaction. However, managing too many agents would increase the operational costs of a call center by increasing labor costs. Therefore, predicting and calculating the appropriate size of human resources of a call center is one of the most critical success factors of call center management. For this reason, most call centers are currently establishing a department of WFM(Work Force Management) to estimate the appropriate number of agents and to direct much effort to predict the volume of inbound calls. In real world applications, inbound call prediction is usually performed based on the intuition and experience of a domain expert. In other words, a domain expert usually predicts the volume of calls by calculating the average call of some periods and adjusting the average according tohis/her subjective estimation. However, this kind of approach has radical limitations in that the result of prediction might be strongly affected by the expert's personal experience and competence. It is often the case that a domain expert may predict inbound calls quite differently from anotherif the two experts have mutually different opinions on selecting influential variables and priorities among the variables. Moreover, it is almost impossible to logically clarify the process of expert's subjective prediction. Currently, to overcome the limitations of subjective call prediction, most call centers are adopting a WFMS(Workforce Management System) package in which expert's best practices are systemized. With WFMS, a user can predict the volume of calls by calculating the average call of each day of the week, excluding some eventful days. However, WFMS costs too much capital during the early stage of system establishment. Moreover, it is hard to reflect new information ontothe system when some factors affecting the amount of calls have been changed. In this paper, we attempt to devise a new model for predicting inbound calls that is not only based on theoretical background but also easily applicable to real world applications. Our model was mainly developed by the interactive decision tree technique, one of the most popular techniques in data mining. Therefore, we expect that our model can predict inbound calls automatically based on historical data, and it can utilize expert's domain knowledge during the process of tree construction. To analyze the accuracy of our model, we performed intensive experiments on a real case of one of the largest car insurance companies in Korea. In the case study, the prediction accuracy of the devised two models and traditional WFMS are analyzed with respect to the various error rates allowable. The experiments reveal that our data mining-based two models outperform WFMS in terms of predicting the amount of accident calls and fault calls in most experimental situations examined.

• Korean Journal of Remote Sensing
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• v.26 no.2
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• pp.251-262
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• 2010

In order to provide quantitative control of the standard products of Geostationary Ocean Color Imager (GOCI), on-board radiometric correction, atmospheric correction, and bio-optical algorithm are obtained continuously by comprehensive and consistent calibration and validation procedures. The calibration/validation for radiometric, atmospheric, and bio-optical data of GOCI uses temperature, salinity, ocean optics, fluorescence, and turbidity data sets from buoy and platform systems, and periodic oceanic environmental data. For calibration and validation of GOCI, we compared radiometric data between in-situ measurement and HyperSAS data installed in the Ieodo ocean research station, and between HyperSAS and SeaWiFS radiance. HyperSAS data were slightly different in in-situ radiance and irradiance, but they did not have spectral shift in absorption bands. Although all radiance bands measured between HyperSAS and SeaWiFS had an average 25% error, the 11% absolute error was relatively lower when atmospheric correction bands were omitted. This error is related to the SeaWiFS standard atmospheric correction process. We have to consider and improve this error rate for calibration and validation of GOCI. A reference target site around Dokdo Island was used for studying calibration and validation of GOCI. In-situ ocean- and bio-optical data were collected during August and October, 2009. Reflectance spectra around Dokdo Island showed optical characteristic of Case-1 Water. Absorption spectra of chlorophyll, suspended matter, and dissolved organic matter also showed their spectral characteristics. MODIS Aqua-derived chlorophyll-a concentration was well correlated with in-situ fluorometer value, which installed in Dokdo buoy. As we strive to solv the problems of radiometric, atmospheric, and bio-optical correction, it is important to be able to progress and improve the future quality of calibration and validation of GOCI.

• Journal of Korea Water Resources Association
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• v.54 no.10
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• pp.835-848
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• 2021

In Jeju Island which has peculiarity for its geological features and hydrology system, hydrological factor analysis for the effective water management is necessary. Because in-situ hydro-meteorological data is affected by surrounding environment, the in-situ dataset could not be the spatially representative for the study area. For this reason, remote sensing data may be used to overcome the limit of the in-situ data. In this study, applicability assessment of MOD16 evapotranspiration data, Globas Land Data Assimilation System (GLDAS) based evapotranspiration/soil moisture data, and Advanced SCATterometer (ASCAT) soil moisture product which were evaluated their applicability on other study areas was conducted. In the case of evapotranspiration, comparison with total precipitation and flux-tower based evapotranspiration were conducted. And for soil moisture, 6 in-situ data and ASCAT soil moisture product were compared on each site. As a result, 57% of annual precipitation was calculated as evapotranspiration, and the correlation coefficient between MOD16 evapotranspiration and GLDAS evapotranspiration was 0.759, which was a robust value. The correlation coefficient was 0.434, indicating a relatively low fit. In the case of soil moisture, in the case of the GLDAS data, the RMSE value was less than 0.05 at all sites compared to the in-situ data, and a statistically significant result was obtained as a result of the significance test of the correlation coefficient. However, for satellite data, RMSE over than 0.05 were found at Wolgak and there was no correlation at Sehwa and Handong points. It is judged that the above results are due to insufficient quality control and spatial representation of the evapotranspiration and soil moisture sensors installed in Jeju Island. It is estimated as the error that appears when adjacent to the coast. Through this study, the necessity of improving the existing ground observation data of hydrometeorological factors is emphasized.