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Smart Journey Mining for Improved Service Quality

Abstract

This paper describes emergent challenges in extending and uniting research in service science and process mining. By combining formal representations of user journeys with process mining constructs, we aim to develop tools for automated capture and analysis of user interactions extending across service systems. Based on the resulting database of actual user journeys and user models, we will use logic-based techniques and machine learning to expose deviations and predict possible behaviours for pre-emptive problem solving and service recovery.
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Category

Academic chapter

Language

English

Author(s)

Affiliation

  • SINTEF Digital / Sustainable Communication Technologies
  • Eindhoven University of Technology
  • University of Oslo

Year

2021

Publisher

IEEE (Institute of Electrical and Electronics Engineers)

Book

IEEE International Conference on Services Computing, SCC 2021

ISBN

9781665416832

Page(s)

367 - 369

View this publication at Norwegian Research Information Repository