• Proceedings of the Korea Information Processing Society Conference
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• 2009.04a
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• pp.497-499
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• 2009

서비스 중인 정보시스템의 사용자 콜은 고객의 서비스 만족도 제고를 위한 서비스 개선의 가장 기초적이고 유용한 정보가 된다. 이 논문에서는 ISO20000 IT서비스 국제 규격 인증을 받고, 대한국민소프트웨어기술대상 우수상을 받은 표준운영절차(SOP; Standard Operation Procedures)에 따라 서비스 중인 NTIS의 콜센터에 축적된 사용자의 콜 정보를 분석하고, 이 정보를 바탕으로한 서비스 개선 현황을 점검한다. 서비스 개선은 간단한사용자 인터페이스 수정에서부터 서비스프로세스 개선, 홍보 자료 작성, 향후 서비스 개선 계획의 유용한 기초 자료로 활용 가능할 것으로 기대된다.

• Information Systems Review
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• v.18 no.4
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• pp.141-154
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• 2016

Mobile application is growing explosively with the advent of a new technology: smartphones. Mobile application is a new marketing channel and performs as a start-up platform. This study examines the effect of mobile application on the off-line market. Despite the continuous declining demand for taxi service, paradoxically, the supply of taxi service has increased. The taxi industry can be categorized into general taxi and call taxi. General taxi is accidental and inefficient because it has to search for its own passenger. As call taxi takes the request of a passenger, it is more efficient than general taxi. However, the current defective passenger-taxi driver matching system and insufficient taxi driver management hinder the development of the call taxi market. Differences in differences (DID) is an econometrical methodology that examines whether or not an event has meaningful influence. This research uses DID to investigate the effect of the Kakao taxi application on the call taxi industry. Furthermore, it examines the effect of major companies' reckless diversification, which is considered unethical behavior. The passengers of call taxi data from August 2014 to July 2015 and those of designated driving service data of the same period were collected as the control group.

• Proceedings of the Korean Information Science Society Conference
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• 2007.06c
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• pp.213-216
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• 2007

최근 효율적인 고객관리를 위한 강력한 고객관계관리에 대한 관심이 높아짐에 따라 고객에 대한 효율적인 관리를 위한 콜 센터 시스템의 질적 향상에 대한 기대가 높아지고 있다. 본 논문에서는 통신사 콜 센터 시스템의 과거 및 현재 고객 불만에 대한 효과적인 관리를 위하여 고객의 핵심요구 사항 CCR(Critical Customer Requirements)을 도출한다. 또한, 고객 경험이력을 전사적으로 통합 제공하고, 고객단위 만족 프로세스 이용하여 기존의 고객응대 시스템의 구조를 개선한다. 본 논문의 제안시스템을 통하여 고객의 불만 사항에 대해 신속하고 효율적으로 관리 가능하며, 고객의 해지 율이 높아지는 문제점을 해결할 수 있다. 또한 고객단위의 Offer 를 제공하는 만족 프로세스를 제시함으로써 효율적으로 고객을 관리할 수 있다.

• Journal of Advanced Marine Engineering and Technology
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• v.19 no.2
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• pp.27-35
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• 1995

액체 상태인 Pb-Sn 합금에 의한 이중확산유동에 대해 체비세프 콜로케이션 기법을 이용하여 수치해석하였다. 온도차에 의한 부력과 농도차에 의한 부력이 작을때에는 유동형태가 서서히 준정상상태에 이르러 아무런 진동현상을 볼 수 없다. 부력이 증가함에 따라 유동은 수직 농도 경계층을 파괴하여 플륨(Plume)형태의 유동을 생성시키고, 이는 시스템 내부로 성장한 후 소멸된다. 이러한 현상이 반복되면서 높은 주파수의 진동현상을 관찰할 수 있다.

• 한국IT서비스학회:학술대회논문집
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• 2010.05a
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• pp.275-278
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• 2010

데이터가 기하급수적으로 생성되는 데이터스트림 환경에서 데이터를 처리하고 분석하는 방법에 대한 많은 연구가 진행 중에 있다. 본 논문에서는 데이터스트림의 한 예인 콜센터 데이터를 분석하기 위한 OLAP 구현에 대하여 기술한다. 제안하는 OLAP 시스템은 데이터스트림 환경에 적용할 수 있게 하여 유연한 분석을 가능하게 해준다.

• Proceedings of the Korean Information Science Society Conference
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• 2005.11b
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• pp.358-360
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• 2005

서비스 지향 구조 (Service-Oriented Architecture)는 독립적으로 구성된 렙 서비스(Web Services)들을 프로세스 중심적으로 연결시키기에 적합한 소프트웨어 시스템 구성 방식이다. 하지만 SOA의 규모가 커질수록 제공되는 서비스들의 숫자 또한 증가하게 될 것이며 그런 상황에서 사용자가 원하는 서비스를 직접 찾아 이용하는 것은 불가능하다. UDDI는 사용자에게 기술적인 정보만을 제공하기 때문에 이러한 문제를 적절하게 해결할 수 없다. 그에 비해 서비스 통합(Service Integration)은 서비스들이상호 동작하여 사용자에게 통합된 서비스를 제공할 수 있기 때문에 UDDI의 한계를 극복할 수 있다. 하지만 서비스 통합의 장점과 영향들은 아직 분명하게 규명하지 못하였다. 이 논문에서는 서비스 통합의 한 형태인 서비스 중개자(Service Broker)클 구현하고 평가하였다. 구현된 중개자의 비지니스 모델은 콜 택시 서비스이며, 콜택시 서비스 중개자는 접근성, 확장성, 재사용성, 유연성, 안정성 등에서 향상된 기능들을 제공하였다.

• Journal of KIISE
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• v.44 no.4
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• pp.363-373
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• 2017

Ext4 file system is widely used in various computing environments such as those of the PC, the server, and the Linux-based embedded system. Ext4, which uses a buffer for block I/O, provides fsync() system call to applications to guarantee the consistency of a specific file. A log of the analytical studies regarding the operation of Ext4 and the improvement of its performance has been compiled, but it has not been studied in detail in terms of kernel versions. We figure out that the behavior of fsync() system call is different depending on the kernel version. Between the kernel versions of 3.4.0 and 4.7.2, 3.4.0, 3.8.0, and 4.6.2 showed behavioral differences regarding the fsync() system call. The latency of fsync() in kernel 3.4.0 is longer than that of the more-advanced 3.7.10; meanwhile, the characteristics of 3.8.0 enabled the disruption of the Ext4 journaling order, but the ordered defect was solved with 4.6.2.

• The Journal of Society for e-Business Studies
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• v.18 no.2
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• pp.257-277
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• 2013

Those studies in the field of Management Information Systems and the Success Model of the DeLone and McLean's Information Systems suggest that some factors related to information systems should be developed and operated to affect the performance of the user's personal and companies through the introduction and use of corporate information systems. The purpose of this study is put on searching for some factors which impact on user satisfaction about the customer information management systems of call center. We did conduct on a survey of 539 people who are working as a call center counseling employees as setting up a structural equation model which reflects previous research on working environment and job satisfaction, and modified DeLone and McLean's information system success model. The results of this study are as follows. First, seven of the eleven hypotheses that three quality of the information systems might be affecting working environment, job satisfaction, user satisfaction were adopted Second, we confirmed that the working environment works as a the partial mediation and the quality of services works as a fully mediation between system/information quality and users' satisfaction. The implications of this study are that it is necessary not only to make a good working environment but also to keep improving it in order to boost the operational performance of information systems in the future.

• Knowledge Management Research
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• v.23 no.4
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• pp.21-41
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• 2022

With the development of AI and digital technologies such as big data, metaverse, and the Internet of Things, Robotic Process Automation (RPA) has brought great development and change to companies. Among these realistic industrial areas by RPA, the call center service area, which consists of a combination of complex high-tech systems and professional operation groups, has now reached the stage where AI is conducting counseling. The evolution of this digital transformation has become an important direction of change in the digital-related industry sector. Along with these changes, there have been many changes in the technical stress of the members of the organization within the RPA organization and their solutions. In this study, the representative psychological mechanisms were presented as Digital Shadow Work (DSW), expressed as 'unpaid work', and Organizational Citizenship Behavior (OCB), which is 'an act that helps organizations other than their duties'. This study theoretically contributes to the extension of the DSW concept to the organizational members.

• Journal of Convergence for Information Technology
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• v.12 no.2
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• pp.47-53
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• 2022

Recently, with the change of the intelligent security paradigm, study to apply various information generated from various information security systems to AI-based anomaly detection is increasing. Therefore, in this study, in order to convert log-like time series data into a vector, which is a numerical feature, the CBOW and Skip-gram inference methods of deep learning-based Word2Vec model and statistical method based on the coincidence frequency were used to transform the published ADFA system call data. In relation to this, an experiment was carried out through conversion into various embedding vectors considering the dimension of vector, the length of sequence, and the window size. In addition, the performance of the embedding methods used as well as the detection performance were compared and evaluated through GRU-based anomaly detection model using vectors generated by the embedding model as an input. Compared to the statistical model, it was confirmed that the Skip-gram maintains more stable performance without biasing a specific window size or sequence length, and is more effective in making each event of sequence data into an embedding vector.