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User Modelling as an Aid for Human Web Assistants

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User Modeling 2001 (UM 2001)

Part of the book series: Lecture Notes in Computer Science ((LNAI,volume 2109))

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Abstract

This paper explores how user modelling can work as an aid for human assistants in a user support system for web sites. Information about the user can facilitate for the assistant the tailoring of the consultation to the individual needs of the user. Such information can be represented and structured in a user model made available for the assistant. A user modelling approach has been implemented and deployed in a real web environment as part of a user support system. Following the deployment we have analysed consultation dialogue logs and answers to a questionnaire for participating assistants. The initial results show that assistants consider user modelling to be helpful and that consultation dialogues can be an important source for user model data collection.

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References

  1. Johan Aberg and Nahid Shahmehri. The role of human Web assistants in ecommerce: an analysis and a usability study. Internet Research: Electronic Networking Applications and Policy, 10(2):114–125, 2000.

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  2. Johan Aberg and Nahid Shahmehri. Collection and Exploitation of Expert Knowledge in Web Assistant Systems. In Proceedings of the 34th Hawaii International Conference on System Sciences, Maui, Hawaii, USA, January 3-6 2001.

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  3. Johan Aberg and Nahid Shahmehri. An Empirical Study of Human Web Assistants: Implications for User Support in Web Information Systems. In Proceedings of the CHI Conference on Human Factors in Computing Systems, pages 404–411, Seattle, Washington, USA, 2001.

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  4. Stephanie Elzer, Jennifer Chu-Carrol, and Sandra Carberry. Recognizing and Utilizing User Preferences in Collaborative Consultation Dialogues. In Proceedings of the Fourth International Conference on User Modeling, pages 19–24, 1994.

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Author information

Authors and Affiliations

  1. Department of Computer and Information Science, Linköping University, S, 581 83, Linköping, Sweden

    Johan Aberg & Nahid Shahmehri

Authors
  1. Johan Aberg
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  2. Nahid Shahmehri
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Editor information

Editors and Affiliations

  1. German Research Center for Artificial Intelligence (DFKI GmbH), Stuhlsatzenhausweg 3, 66123, Saarbrücken, Germany

    Mathias Bauer

  2. University of Texas, 19015, Arlington, TX, 76019-0015, USA

    Piotr J. Gmytrasiewicz

  3. Department of Computer Science ARIES, University of Saskatchewan, 1C101 Engineering Bldg., 57 Campus Dr., Saskatoon, SK, Canada, S7N 5A9

    Julita Vassileva

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© 2001 Springer-Verlag Berlin Heidelberg

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Aberg, J., Shahmehri, N. (2001). User Modelling as an Aid for Human Web Assistants. In: Bauer, M., Gmytrasiewicz, P.J., Vassileva, J. (eds) User Modeling 2001. UM 2001. Lecture Notes in Computer Science(), vol 2109. Springer, Berlin, Heidelberg. https://doi.org/10.1007/3-540-44566-8_20

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  • DOI: https://doi.org/10.1007/3-540-44566-8_20

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  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-540-42325-6

  • Online ISBN: 978-3-540-44566-1

  • eBook Packages: Springer Book Archive

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