• IE interfaces
• /
• v.22 no.1
• /
• pp.56-62
• /
• 2009

This paper presents a methodology of evaluating call routing rules in call centers using simulation. The proposed methodology enables the call centers to reduce trial and error costs from applying different routing rules. Additionally, a Value Based Routing (VBR) has been evaluated with the proposed methodology in terms of profit, and finally compared it with a Homogeneous Routing (HR).

• Journal of the Korea Institute of Information Security & Cryptology
• /
• v.30 no.5
• /
• pp.881-893
• /
• 2020

CFI(Control Flow Integrity) is a mitigation mechanism that protects programs by verifying control flows. IFCC(Indirect Function Call Checks) and SCS(Shadow Call Stack), CFI supported by LLVM Clang compiler, were introduced to protect applications in Android. IFCC protects function calls and SCS protects function returns. In this paper, we propose attacks to bypass CFI on the application environment with IFCC and SCS. Even if IFCC and SCS were applied to user applications, it was confirmed that there were many code segments not protected by IFCC and SCS in the application memory. We execute code in CFI unprotected segments to construct 1) bypassing IFCC to call a protected function, 2) modulating return address via SCS bypass. We identify code segments not protected by IFCC and SCS in Android10 QP1A. 191005.007.A3. We also implement proof-of-concept exploits to demonstrate that modulation of control flow is possible in an environment where IFCC and SCS are applied.

• Journal of the Korean Data and Information Science Society
• /
• v.17 no.2
• /
• pp.335-344
• /
• 2006

The purpose of this paper is to apply data mining method for the inbound call center optimization. Data mining analysis is come to be used in order to predict the degree of difficulty on the consultation. It is the method of maximal efficiency for the call center that uses of the predicted degree of difficulty and customer grade as routing which hits to the skill of the consultation unit. This method is to get the possibility of efficiency for the call center with the maximum efficiency.

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

• Journal of the Ergonomics Society of Korea
• /
• v.36 no.3
• /
• pp.197-211
• /
• 2017

Objective: We propose to apply color information to facilitate finding books in the library. Background: Currently, books are classified in the basis of a decimal classification system and a call number in the library. Users find a book using the call number. However, this classification system causes various difficulties. Method: In a process analysis and survey study, we identify what the real problem is and where the problem is occurred. To solve the real problems, we derived a new search method using color information. We conducted a comparative experiment with 48 participants to see whether the new method can show higher performance. Results: The new method using color information showed faster time and higher subjective rating scores than current call number method. Also, the new method showed faster time regardless of the skill level while the call number method showed time differences in terms of the skill level. Conclusion: The effectiveness of the proposed method was verified by experiments. Users will be able to find the desired book without difficulty. This method can improve the quality of service and satisfaction of library use. Application: Our book search method can be applied as a book search tool in a real public library. We hope that the method can provide higher satisfaction to users.

• Proceedings of the Korea Society for Industrial Systems Conference
• /
• 2008.10b
• /
• pp.316-321
• /
• 2008

In the present emerging global economy, as the focus is shifted from manufacturing to service sector, the efficiency of service operations is crucial for the county's sustainable growth and development. As one of the fastest growing service sector industries in South Korea, the call center has become an inevitable part of customer service for most companies. Despite of the strategic importance of the call center, there has been no empirical study on the efficiency of call center service operations in the literature. The main purpose of this study is to evaluate the technical efficiency of call center services so as to not only identify the current status of call center service operations, but also suggest ways to improve service operations efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to domestic call centers in order to compare their relative efficiency. Based on DEA evaluations, we provided specific directions for the inefficient call centers to possibly improve their operation efficiencies. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, service operations management, and the productivity analysis of service personnel.

• Journal of the Korea Society of Computer and Information
• /
• v.26 no.11
• /
• pp.41-49
• /
• 2021

All application programs, including malware, call the Application Programming Interface (API) upon execution. Recently, using those characteristics, attempts to detect and classify malware based on API Call information have been actively studied. However, datasets containing API Call information require a large amount of computational cost and processing time. In addition, information that does not significantly affect the classification of malware may affect the classification accuracy of the learning model. Therefore, in this paper, we propose a method of extracting a essential feature set after reducing the dimensionality of API Call information by applying various feature selection methods. We used CICAndMal2020, a recently announced Android malware dataset, for the experiment. After extracting the essential feature set through various feature selection methods, Android malware classification was conducted using CNN (Convolutional Neural Network) and the results were analyzed. The results showed that the selected feature set or weight priority varies according to the feature selection methods. And, in the case of binary classification, malware was classified with 97% accuracy even if the feature set was reduced to 15% of the total size. In the case of multiclass classification, an average accuracy of 83% was achieved while reducing the feature set to 8% of the total size.

• Journal of Korea Society of Digital Industry and Information Management
• /
• v.11 no.3
• /
• pp.125-143
• /
• 2015

As improving the life quality of citizen because of development of Urbanization and Information, civil application service of public institutions has been changed. The government provides a 24-hour civil service of e-government, public institutions operate U-complaints call center to pursue a personalized service to customers. As customer service are diversified, the inconvenience of service is increased. Therefore, public institutions instituted U-complaints call center to solve increased complaints. In early days, public institutions operated simple call center. However, it became intelligent U-complaints call center by SNS. The more increase the importance of agents' contact customer service, the more increase Job Performance considered by Organizational Commitment & Job Satisfaction of call center agents. This study analyzed that applied to Fairness Theory with Organizational Commitment, Job Satisfaction and analyze U-complaints call center agents' role and job performance of public institutions. Proposed a research model applied to job satisfaction with key variables, organizational commitments, job satisfaction. It's expected to impact on job performance of U-complaints call center agents in public institutions. For empirical study of research model, conducted a survey of the U-complaints call center agents of public institutions. 170 samples were collected from the survey and analyze relationship between the factors. Procedural justice, distribution fairness, fairness interaction are significant influence on organizational commitment of parameters by analysis U-complaints call center agents. Procedural justice and fairness of interaction was found not to effect on parameters of job satisfaction. Also, parameter, organizational commitment have significant influence on job satisfaction. However, have no influence on job performance. Therefore, the parameters of job satisfaction have significant influence on job performance. Public institutions should adopt to improve the quality of citizen services through U-complaints call center agents.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.16 no.12
• /
• pp.8357-8362
• /
• 2015

The emergency call device has been installed and operated for the elevator passenger safety, but the call can not be connected or delay to the operator in an emergency. The application of the Internet of Things(IoT) technology is required for the systematic management and reliability of the emergency call device installed in the elevator. To meet these requirements it is necessary to apply the RMS(Remote Management System). Emergency call device periodically reports the operating status information and the emergency call history information of the emergency call device to the RMS in the PSTN(Public Switched Telephone Network) environment, and transmits the call request information in an emergency. RAS(Remote Access Server) plays a role of converting the PSTN signals to TCP / IP. RMS reports a significant outbreak call and abnormal operating conditions to administrators. In this study, we developed optimized protocol to PSTN environment that is required by RMS and implemented its differentiated process. And a RAS-RMS Protocol was added to the Application Layer. Development protocol consisting of simple structure as compared to CoAP, MQTT or HTTP can work properly in low-spec CPU and transmit elevator emergency key information easily.

• KSII Transactions on Internet and Information Systems (TIIS)
• /
• v.14 no.5
• /
• pp.2084-2100
• /
• 2020

Operating system (OS) kernel function call graphs have been widely used in OS analysis and defense. However, most existing methods and tools for generating function call graphs are designed for application programs, and cannot be used for generating OS kernel function call graphs. This paper proposes a virtualization-based call graph generation method called Acquire in Trap (AIT). When target kernel functions are called, AIT dynamically initiates a system trap with the help of a virtualization technique. It then analyzes and records the calling relationships for trap handling by traversing the kernel stacks and the code space. Our experimental results show that the proposed method is feasible for both Linux and Windows OSs, including 32 and 64-bit versions, with high recall and precision rates. AIT is independent of the source code, compiler and OS kernel architecture, and is a universal method for generating OS kernel function call graphs.