Abstract
We present a modular framework for a business-to-customer communication service integrating several communication channels. Using such a service it is possible to find hidden relationships between messages and thus collect more customer-related data. The framework core is a message-conversion engine capable of converting channel-independent abstract messages into concrete messages and vice-versa. The conversion process is context-dependent. The context consists of formally described communication channel characteristics and user preferences. The framework is based on semantic technologies due to a balance between their expressive power, reasoning properties, and existence of production-quality tools. This chapter describes the multi-channel communication framework with relation to its components. Among others we discuss message conversion and channel selection.
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Nagy, M. (2013). A Multi-channel Communication Framework. In: Ermolayev, V., Mayr, H.C., Nikitchenko, M., Spivakovsky, A., Zholtkevych, G. (eds) ICT in Education, Research, and Industrial Applications. ICTERI 2012. Communications in Computer and Information Science, vol 347. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-35737-4_5
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DOI: https://doi.org/10.1007/978-3-642-35737-4_5
Publisher Name: Springer, Berlin, Heidelberg
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