• Title/Summary/Keyword: User study

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A Case Study on Forecasting Inbound Calls of Motor Insurance Company Using Interactive Data Mining Technique (대화식 데이터 마이닝 기법을 활용한 자동차 보험사의 인입 콜량 예측 사례)

  • Baek, Woong;Kim, Nam-Gyu
    • 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.

An Analysis of the Behavior and the Preference of Roof Spaces Depending on Building Types - A Focus on the Case of Seoul, Korea - (건물용도별 옥상공간의 이용행태 및 선호도 분석 - 서울특별시의 사례를 중심으로 -)

  • Kim, Eun-Jin;Jung, Tae-Yeol
    • Journal of the Korean Institute of Landscape Architecture
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    • v.42 no.6
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    • pp.10-20
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    • 2014
  • Today, most roof spaces are being designed as places for resting. The use of the roof spaces needs to be raised otherwise, budgeting or costs involved can be wasteful. A well-made plan is needed to increase the use of the roof spaces. The behavior of and preference for roof spaces could differ depending on building usage because the users of these roof spaces can be different. Therefore, this study selected 4 building types depending on usage: public buildings, educational and research buildings, medical buildings, and commercial buildings. Two buildings that created roof spaces per building type were selected. A survey was undertaken of the user experience of roof spaces on the buildings. The behavior and preference of roof spaces depending on building types were analyzed and the results are as follows. The behavior of using roof spaces regarding purpose, motivation, frequency, and average length of stay were different depending on the building types. In terms of purpose, over all four building types, taking a rest was the primary reason for using roof spaces. However, talking and smoking in public buildings, smoking, taking a walk or stretching, and viewing the exterior landscape in educational and research buildings, taking a walk or stretching and talking in medical buildings, taking care of children and talking in commercial buildings were also important reasons for using roof spaces. The preference of roof space components such as plants, paving materials, and facilities were different depending on the building types. In terms of plants, the users of public buildings preferred herbaceous plants and vegetables/aquatic plants more than the users of other building types. The users of medical buildings preferred vegetables/aquatic plants, and the users of commercial buildings preferred arbores, herbaceous plants, and vegetables/aquatic plants more than the users of other building types. This study provides empirical data for the behavior and the preference of roof spaces depending on building types. These findings could provide new insights into how to increase the use of roof spaces.

Analysis of Behavioral Characteristics by Park Types Displayed in 3rd Generation SNS (제3세대 SNS에 표출된 공원 유형별 이용 특성 분석)

  • Kim, Ji-Eun;Park, Chan;Kim, Ah-Yeon;Kim, Ho Gul
    • Journal of the Korean Institute of Landscape Architecture
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    • v.47 no.2
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    • pp.49-58
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    • 2019
  • There have been studies on the satisfaction, preference, and post occupancy evaluation of urban parks in order to reflect users' preferences and activities, suggesting directions for future park planning and management. Despite using questionnaires that are proven to be affective to get users' opinions directly, there haven been limitations in understanding the latest changes in park use through questionnaires. This study seeks to address the possibility of utilizing the thirdgeneration SNS data, Instagram and Google, to compare behavior patterns and trends in park activities. Instagram keywords and photos representing user's feelings with a specific park name were collected. We also examined reviews, peak time, and popular time zones regarding selected parks through Google. This study tries to analyze users' behaviors, emerging activities, and satisfaction using SNS data. The findings are as follows. People using park near residential areas tend to enjoy programs being operated in indoor facilities and to like to use picnic places. In an adjacent park of commercial areas, eating in the park and extended areas beyond the park boundaries is found to be one of the popular park activities. Programs using open spaces and indoor facilities were active as well. Han River Park as a detached park type offers a popular venue for excercises and scenery appreciation. We also identified companionship characteristics of different park types from texts and photos, and extracted keywords of feelings and reviews about parks posted in $3^{rd}$ generation SNS. SNS data can provide basis to grasp behavioral patterns and satisfaction factors, and changes of park activities in real time. SNS data also can be used to set future directions in park planning and management in accordance with new technologies and policies.

Anomaly Detection for User Action with Generative Adversarial Networks (적대적 생성 모델을 활용한 사용자 행위 이상 탐지 방법)

  • Choi, Nam woong;Kim, Wooju
    • Journal of Intelligence and Information Systems
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    • v.25 no.3
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    • pp.43-62
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    • 2019
  • At one time, the anomaly detection sector dominated the method of determining whether there was an abnormality based on the statistics derived from specific data. This methodology was possible because the dimension of the data was simple in the past, so the classical statistical method could work effectively. However, as the characteristics of data have changed complexly in the era of big data, it has become more difficult to accurately analyze and predict the data that occurs throughout the industry in the conventional way. Therefore, SVM and Decision Tree based supervised learning algorithms were used. However, there is peculiarity that supervised learning based model can only accurately predict the test data, when the number of classes is equal to the number of normal classes and most of the data generated in the industry has unbalanced data class. Therefore, the predicted results are not always valid when supervised learning model is applied. In order to overcome these drawbacks, many studies now use the unsupervised learning-based model that is not influenced by class distribution, such as autoencoder or generative adversarial networks. In this paper, we propose a method to detect anomalies using generative adversarial networks. AnoGAN, introduced in the study of Thomas et al (2017), is a classification model that performs abnormal detection of medical images. It was composed of a Convolution Neural Net and was used in the field of detection. On the other hand, sequencing data abnormality detection using generative adversarial network is a lack of research papers compared to image data. Of course, in Li et al (2018), a study by Li et al (LSTM), a type of recurrent neural network, has proposed a model to classify the abnormities of numerical sequence data, but it has not been used for categorical sequence data, as well as feature matching method applied by salans et al.(2016). So it suggests that there are a number of studies to be tried on in the ideal classification of sequence data through a generative adversarial Network. In order to learn the sequence data, the structure of the generative adversarial networks is composed of LSTM, and the 2 stacked-LSTM of the generator is composed of 32-dim hidden unit layers and 64-dim hidden unit layers. The LSTM of the discriminator consists of 64-dim hidden unit layer were used. In the process of deriving abnormal scores from existing paper of Anomaly Detection for Sequence data, entropy values of probability of actual data are used in the process of deriving abnormal scores. but in this paper, as mentioned earlier, abnormal scores have been derived by using feature matching techniques. In addition, the process of optimizing latent variables was designed with LSTM to improve model performance. The modified form of generative adversarial model was more accurate in all experiments than the autoencoder in terms of precision and was approximately 7% higher in accuracy. In terms of Robustness, Generative adversarial networks also performed better than autoencoder. Because generative adversarial networks can learn data distribution from real categorical sequence data, Unaffected by a single normal data. But autoencoder is not. Result of Robustness test showed that he accuracy of the autocoder was 92%, the accuracy of the hostile neural network was 96%, and in terms of sensitivity, the autocoder was 40% and the hostile neural network was 51%. In this paper, experiments have also been conducted to show how much performance changes due to differences in the optimization structure of potential variables. As a result, the level of 1% was improved in terms of sensitivity. These results suggest that it presented a new perspective on optimizing latent variable that were relatively insignificant.

A Study on Usability of Open Source Software for Developing Records System : A Case of ICA AtoM (공개 소프트웨어를 이용한 기록시스템 구축가능성 연구 ICA AtoM을 중심으로)

  • Lee, Bo-Ram;Hwang, Jin-Hyun;Park, Min-Yung;Kim, Hyung-Hee;Choi, Dong-Woon;Choi, Yun-Jin;Yim, Jin-Hee
    • The Korean Journal of Archival Studies
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    • no.39
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    • pp.193-228
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    • 2014
  • In recent years, as well as management of public records, interest in the private archive of large and small is growing. Dedicated archive has various types. In addition, lack of personnel and budget, personnel records management professional because the absence, that help you maintain these records in a systematic manner is not easy. Request to the system have continued to rise, but the budget and professionals in order to solve this problem are missing. As breakthrough of the burden to the system with archive dedicated, it introduces the trends and meaning of public recording system, and was examined in detail AtoM function. AtoM is public land can be made by a method that requires a Web service, the database server. Without restrictions, including the advantage of being available free of charge, by the application or operating system specific, installation and operation is convenient. In addition, compatibility, and is highly scalable, AtoM use and convenient archive of private experiencing a shortage of personnel and budget. Because in terms of data management, and excellent interoperability and search share, and use, it is possible in the future, it favors also documentary use through a network of inter-agency archives and private. In addition, Enhancements exhibition services through cooperation with Omeka, long-term storage through Archivematica, many discussion is needed. Public centered around the private area of the recording management spilling expanded, open-source software allows to balance the recording system will be able to play an important role. In addition, the efforts of academia and in the field, close collaboration between the open source recording system through a user study should be continued. Furthermore, co-operation and sharing of private archives expect come true.

Designing and Fabricating of the High-visibility Smart Safety Clothing (고시인성 스마트 안전의류의 설계 및 제작)

  • Park, Soon-Ja;Kim, Sun-Woong
    • Science of Emotion and Sensibility
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    • v.23 no.4
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    • pp.105-116
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    • 2020
  • The purpose of this study is to progress the limitations and disadvantages of existing safety clothing by applying high technology to current safety clothing that is produced and distributed only with fluorescent fabrics and retroreflective materials. Therefore, the industrial suspender-type safety belt and engineering technology are introduced, designed, and fabricated to help save a life in an emergency. First, the suspender-type safety belt to be developed is designed to emit light by LED attached to the film, and the body of the belt-wearer is recognized from a distance through retroreflection from the flashing LED. It aims to support people's safety by preventing accidents during roadside work, rescue activities, and sports activities at night. Second, with the development of advanced devices when the user is in an unconscious state due to distress or falls into an unconscious state due to distress or accident, the tilt sensor of the control unit attached to the belt automatically detects the angle of the human body and generates light and sound. It is intended to further enhance the utilization by mounting a sensing and signaling device that generates a distress signal and shaping it in the form of a belt attached to a vest that can be easily detached from the outside of the garment. When the wearer falls due to an accident, the tilt sensor of this belt detects the angle change and then the controller generates a high-frequency sound and repeated LED blinking signals at the same time. In the case of conventional safety vests, it is almost impossible to detect that the person is wearing a vest when there is no ambient light, but in case of the safety belts in this study, the sound and light signals of the safety belt enable us to find the wearer within 100 meters even when there is no ambient light.

A Development of a Mixed-Reality (MR) Education and Training System based on user Environment for Job Training for Radiation Workers in the Nondestructive Industry (비파괴산업 분야 방사선작업종사자 직장교육을 위한 사용자 환경 기반 혼합현실(MR) 교육훈련 시스템 개발)

  • Park, Hyong-Hu;Shim, Jae-Goo;Park, Jeong-kyu;Son, Jeong-Bong;Kwon, Soon-Mu
    • Journal of the Korean Society of Radiology
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    • v.15 no.1
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    • pp.45-54
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    • 2021
  • This study was written to create educational content in non-destructive fields based on Mixed Reality. Currently, in the field of radiation, there is almost no content for educational Mixed Reality-based educational content. And in the field of non-destructive inspection, the working environment is poor, the number of employees is often 10 or less for each manufacturer, and the educational infrastructure is not built. There is no practical training, only practical training and safety education to convey information. To solve this, it was decided to develop non-destructive worker education content based on Mixed Reality. This content was developed based on Microsoft's HoloLens 2 HMD device. It is manufactured based on the resolution of 1280 ⁎ 720, and the resolution is different for each device, and the Side is created by aligning the Left, Right, Bottom, and TOP positions of Anchor, and the large image affects the size of Atlas. The large volume like the wallpaper and the upper part was made by replacing it with UITexture. For UI Widget Wizard, I made Label, Buttom, ScrollView, and Sprite. In this study, it is possible to provide workers with realistic educational content, enable self-directed education, and educate with 3D stereoscopic images based on reality to provide interesting and immersive education. Through the images provided in Mixed Reality, the learner can directly operate things through the interaction between the real world and the Virtual Reality, and the learner's learning efficiency can be improved. In addition, mixed reality education can play a major role in non-face-to-face learning content in the corona era, where time and place are not disturbed.

A Study on World University Evaluation Systems: Focusing on U-Multirank of the European Union (유럽연합의 세계 대학 평가시스템 '유-멀티랭크' 연구)

  • Lee, Tae-Young
    • Korean Journal of Comparative Education
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    • v.27 no.4
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    • pp.187-209
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    • 2017
  • The purpose of this study was to highlight the necessity of a conceptual reestablishment of world university evaluations. The hitherto most well-known and validated world university evaluation systems such as Times Higher Education (THE), Quacquarelli Symonds (QS) or Academic Ranking of World Universities (ARWU) primarily assess big universities with quantitative evaluation indicators and performance results in the rankings. Those Systems have instigated a kind of elitism in higher education and neglect numerous small or local institutions of higher education, instead of providing stakeholders with comprehensive information about the real possibilities of tertiary education so that they can choose an institution that is individually tailored to their needs. Also, the management boards of universities and policymakers in higher education have partly been manipulated by and partly taken advantage of the elitist ranking systems with an economic emphasis, as indicated by research-centered evaluations and industry-university cooperation. To supplement such educational defects and to redress the lack of world university evaluation systems, a new system called 'U-Multirank' has been implemented with the financial support of the European Commission since 2012. U-Multirank was designed and is enforced by an international team of project experts led by CHE(Centre for Higher Education/Germany), CHEPS(Center for Higher Education Policy Studies/Netherlands) and CWTS(Centre for Science and Technology Studies at Leiden University/Netherlands). The significant features of U-Multirank, compared with e.g., THE and ARWU, are its qualitative, multidimensional, user-oriented and individualized assessment methods. Above all, its website and its assessment results, based on a mobile operating system and designed simply for international users, present a self-organized and evolutionary model of world university evaluation systems in the digital and global era. To estimate the universal validity of the redefinition of the world university evaluation system using U-Multirank, an epistemological approach will be used that relies on Edgar Morin's Complexity Theory and Karl Popper's Philosophy of Science.

The effect of COVID-19 characteristics and transmission risk concerns on smart learning acceptance: Focusing on the application of the integrated model of ISSM and HBM (코로나-19의 특징과 전파위험 걱정이 스마트 러닝 수용에 미치는 영향: ISSM과 HBM의 통합 모형 적용을 중심으로)

  • Pyo, GyuJin;Kim, Yang Sok;Noh, Mijin;Han, Mu Moung Cho;Rahman, Tazizur;Son, Jaeik
    • Journal of Digital Convergence
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    • v.19 no.7
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    • pp.57-70
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    • 2021
  • As COVID-19 spreads, people's interest in smart learning that can do non-face-to-face learning is increasing nowadays. In this study, we aim to empirically analyze how users' thoughts on COVID-19 and the information quality and system quality of smart learning systems affect users' acceptance of smart learning and examine the effect of perceived sensitivity and severity of COVID-19 on the satisfaction and use of smart learning through concerns about the risk of transmission. In addition, we examined the influence of information quality composed of content quality and interaction quality and system quality composed of system accessibility and functionality on the use of smart learning through user satisfaction. To verify the validity of the proposed model, we conducted a survey on 334 users with experience in using smart learning, and performed the analysis using Smart PLS 3.0. According to the analysis results, among information quality and system quality, only functionality has a positive (+) effect on the satisfaction of smart learning, and satisfaction has a positive (+) effect on the usage behavior. However, it is found that accessibility among system quality do not affect satisfaction, and concern about the risk of transmission has a negative effect on satisfaction. This study can provide meaningful guidelines to researchers when researching smart learning to support students' learning in a pandemic situation of a new infectious disease, such as COVID-19. It will also be able to provide useful implications for educational institutions and companies related to smart learning.

Using Transportation Card Data to Analyze City Bus Use in the Ulsan Metropolitan City Area (교통카드를 활용한 시내버스의 현황 분석에 관한 연구 - 울산광역시 사례를 중심으로 -)

  • Choi, Yang-won;Kim, Ik-Ki
    • KSCE Journal of Civil and Environmental Engineering Research
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    • v.40 no.6
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    • pp.603-611
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    • 2020
  • This study collected and analyzed transportation card data in order to better understand the operation and usage of city buses in Ulsan Metropolitan City in Korea. The analysis used quantitative and qualitative indicators according to the characteristics of the data, and also the categories were classified as general status, operational status, and satisfaction. The existing city bus survey method has limitations in terms of survey scale and in the survey process itself, which incurs various types of errors as well as requiring a lot of time and money to conduct. In particular, the bus means indicators calculated using transportation card data were analyzed to compensate for the shortcomings of the existing operational status survey methods that rely entirely on site surveys. The city bus index calculated by using the transportation card data involves quantitative operation status data related to the user, and this results in the advantage of being able to conduct a complete survey without any data loss in the data collection process. We took the transportation card data from the entire city bus network of Ulsan Metropolitan City on Wednesday April 3, 2019. The data included information about passenger numbers/types, bus types, bus stops, branches, bus operators, transfer information, and so on. From the data analysis, it was found that a total of 234,477 people used the city bus on the one day, of whom 88.6% were adults and 11.4% were students. In addition, the stop with the most passengers boarding and alighting was Industrial Tower (10,861 people), A total of 20,909 passengers got on and off during the peak evening period of 5 PM to 7 PM, and 13,903 passengers got on and off the No. 401 bus route. In addition, the top 26 routes in terms of the highest number of passengers occupied 50% of the total passengers, and the top five bus companies carried more than 70% of passengers, while 62.46% of the total routes carried less than 500 passengers per day. Overall, it can be said that this study has great significance in that it confirmed the possibility of replacing the existing survey method by analyzing city bus use by using transportation card data for Ulsan Metropolitan City. However, due to limitations in the collection of available data, analysis was performed only on one matched data, attempts to analyze time series data were not made, and the scope of analysis was limited because of not considering a methodology for efficiently analyzing large amounts of real-time data.