This research monograph brings AI to the field of Customer Relationship Management (CRM) to make a customer experience with a product or service smart and enjoyable. AI is here to help customers to get a refund for a canceled flight, unfreeze a banking account or get a health test result. Today, CRM has evolved from storing and analyzing customers' data to predicting and understanding their behavior by putting a CRM system in a customers' shoes. Hence advanced reasoning with learning from small data, about customers' attitudes, introspection, reading between the lines of customer communication and explainability need to come into play. Artificial Intelligence for Customer Relationship Management leverages a number of Natural Language Processing (NLP), Machine Learning (ML), simulation and reasoning techniques to enable CRM with intelligence. An effective and robust CRM needs to be able to chat with customers, providing desired information, completing their transactions and resolving their problems. It introduces a systematic means of ascertaining a customers' frame of mind, their intents and attitudes to determine when to provide a thorough answer, a recommendation, an explanation, a proper argument, timely advice and promotion or compensation. The author employs a spectrum of ML methods, from deterministic to statistical to deep, to predict customer behavior and anticipate possible complaints, assuring customer retention efficiently. Providing a forum for the exchange of ideas in AI, this book provides a concise yet comprehensive coverage of methodologies, tools, issues, applications, and future trends for professionals, managers, and researchers in the CRM field together with AI and IT professionals.

Not long ago, projections of how office technologies would revolutionize the production of documents in a high-tech future carriedmany promises. The paper less office and the seamless and problem-free sharing of texts and other work materials among co-workers werejust around the corner, we were told. To anyone who has been involved in putting together a volume of the present kind, such forecasts will be met with considerable skepticism, if not outright distrust. The diskette, the email, the fax, the net, and all the other forms of communication that are now around are powerful assets, but they do not in any way reduce the flow of paper or the complexity of coordinating activities involved in producing an artifact such as a book. Instead, the reverse seems to be true. Obviously, the use of such tools requires considerable skill at the center of coordination, to borrow an expression from a chapter in this volume. As editors, we have been fortunate to have Ms. Lotta Strand, Linkoping University, at the center of the distributed activity that producing this volume has required over the last few years. With her considerable skill and patience, Ms. Strand and her work provide a powerful illustration of the main thrust of most of the chapters in this volume: Practice is a coordination of thinking and action, and many things had to be kept in mind during the production of this volume."

This book provides a systematic treatment of the theoretical foundation and algorithmic tools necessary in the design of energy-efficient algorithms and protocols in wireless body sensor networks (WBSNs). These problems addressed in the book are of both fundamental and practical importance. Specifically, the book delivers a comprehensive treatment on the following problems ranging from theoretical modeling and analysis, to practical algorithm design and optimization: energy-efficient clustering-based leader election algorithms in WBSNs; MAC protocol for duty-cycling WBSNs with concurrent traffic; multi-channel broadcast algorithms in duty-cycling WBSNs; and energy-efficient sleep scheduling algorithms in WBSNs. Target readers of the book are researchers and advanced-level engineering students interested in acquiring in-depth knowledge on the topic and on WBSNs and their applications, both from theoretical and engineering perspective.

This book presents a new paradigm of software testing by emphasizing the role of critical thinking, system thinking and rationality as the most important skills for the tester. It thus approaches software testing from a different perspective than in past literature, as the vast majority of books describe testing in the context of specific tools, automation, documentation, particular test design techniques or test management. In addition, the book proposes a novel meta-approach for designing effective test strategies, which is based on recent advances in psychology, economics, system sciences and logic. Chapter 1 starts by introducing the fundamental ideas underlying software testing. Chapter 2 then describes meta-strategies in software testing, i.e. general approaches that can be adapted to many different situations that a software tester encounters. Next, Chapter 3 presents the concept of Thinking-Driven Testing (TDT). This approach utilizes the concepts discussed in the two previous chapters and introduces the main ideas that underlie a reasonable and optimal approach to software testing. Chapter 4 builds on this basis and proposes a specific approach to testing, called TQED, that makes it possible to increase creativity in the context of delivering effective, optimal test ideas. Chapter 5 provides an overview of different types of testing techniques in order to understand the fundamental concepts of test design, while Chapter 6 details various pitfalls a tester may encounter and that can originate from a wide range of testing process areas. Lastly, Chapter 7 puts all this into practice, as it contains several exercises that will help testers develop a number of crucial skills: logical thinking and reasoning, thinking out of the box, creativity, counting and estimating, and analytical thinking. By promoting critical, rational and creative thinking, this book invites readers to re-examine common assumptions regarding software testing and shows them how to become professional testers who bring added value to their company.

This book explores the digitization of culture as a means of experiencing and understanding cultural heritage in Namibia and from international perspectives. It provides various views and perspectives on the digitization of culture, the goal being to stimulate further research, and to rapidly disseminate related discoveries. Aspects covered here include: virtual and augmented reality, audio and video technology, art, multimedia and digital media integration, cross-media technologies, modeling, visualization and interaction as a means of experiencing and grasping cultural heritage. Over the past few decades, digitization has profoundly changed our cultural experience, not only in terms of digital technology-based access, production and dissemination, but also in terms of participation and creation, and learning and partaking in a knowledge society. Computing researchers have developed a wealth of new digital systems for preserving, sharing and interacting with cultural resources. The book provides important information and tools for policy makers, knowledge experts, cultural and creative industries, communication scientists, professionals, educators, librarians and artists, as well as computing scientists and engineers conducting research on cultural topics.

This book investigates a new interactive data visualisation concept that employs traditional Chinese aesthetics as a basis for exploring contemporary digital technological contexts. It outlines the aesthetic approach, which draws on non-Western aesthetic concepts, specifically the Yijing and Taoist cosmological principles, and discusses the development of data-based digital practices within a theoretical framework that combines traditional Taoist ideas with the digital humanities. The book also offers a critique of the Western aesthetics underpinning data visualisation, in particular the Kantian sublime, which prioritises the experience of power over the natural world viewed at a distance. Taoist philosophy, in contrast, highlights the integration of the surface of the body and the surface of nature as a Taoist body, rather than promoting an opposition of mind and body. The book then explores the transformational potential between the human body and technology, particularly in creating an aesthetic approach spanning traditional Chinese aesthetics and gesture-based technology. Representing a valuable contribution to the digital humanities, the book helps readers understand data-based artistic practices, while also bringing the ideas of traditional Chinese aesthetics to Western audiences. In addition, it will be of interest to practitioners in the fields of digital art and data visualisation seeking new models.

Organisational Semiotics occupies an important niche in the research community of human communication and information systems. It opens up new ways of understanding the functioning of information and information resources in organised behavior.

Coordination And Communication Using Signs: Studies in Organisational Semiotics is a cutting-edge volume that bridges the gap between the technical and social aspects of information systems and information technology. The chapters in the book are divided into two major sections. The first section deals with Communication and Pragmatics, and Organisational Systems. In this section the following topics are examined:

• the semiotic framework and natural language;
• coordination and communication using natural language and other artifacts in a real-life setting;
• substantive-level issues of information systems and business processes from several theoretical perspectives;
• language as action;
• communication quality in the context of systems and business processes;
• organisational action and Greimas' semiotics.

Section Two concentrates on organisational systems, which may or may not include a computer system as a component and examines the following topics:

• semiotic strategies and semiotic models of organisational structures;
• the impact of information technology with instructive case studies;
• the impact of information technology with a particular focus on sense-making in the work floor context;
• the design of computer information systems;
• improving the design quality of agent-based information systems;
• the design ofinformation systems, in terms of capacity, and data scheme.

All the chapters in the volume have been submitted to a review process of discussants and peer reviews.

The book reports on advanced topics in the areas of wearable robotics research and practice. It focuses on new technologies, including neural interfaces, soft wearable robots, sensors and actuators technologies, and discusses important regulatory challenges, as well as clinical and ethical issues. Based on the 4th International Symposium on Wearable Robotics, WeRob2018, held October 16-20, 2018, in Pisa, Italy, the book addresses a large audience of academics and professionals working in government, industry, and medical centers, and end-users alike. It provides them with specialized information and with a source of inspiration for new ideas and collaborations. It discusses exemplary case studies highlighting practical challenges related to the implementation of wearable robots in a number of fields. One of the focus is on clinical applications, which was encouraged by the colocation of WeRob2018 with the International Conference on Neurorehabilitation, INCR2018. Additional topics include space applications and assistive technologies in the industry. The book merges together the engineering, medical, ethical and political perspectives, thus offering a multidisciplinary, timely snapshot of the field of wearable technologies.

The robots are coming! So too is the 'age of automation', the march of 'invasive' species, more intense natural disasters, and a potential cataclysm of other unprecedented events and phenomena of which we do not yet know, and cannot predict. This book is concerned with how to account for these non-humans and their effects within theories of social practice. In particular, this provocative collection tackles contemporary debates about the roles, relations and agencies of constantly changing, disruptive, intelligent or otherwise 'dynamic' non-humans, such as weather, animals and automated devices. In doing so contributors challenge and take forward existing understandings of dynamic non-humans in theories of social practice by reconsidering their potential roles in everyday life. The book will benefit sociology, geography, science and technology studies, and human- (and animal-) computer interaction design scholars seeking to make sense of the complex entanglement of non-human phenomena and things in the performance of social practices.

This book introduces a computationally feasible, cognitively inspired formal model of concept invention, drawing on Fauconnier and Turner's theory of conceptual blending, a fundamental cognitive operation. The chapters present the mathematical and computational foundations of concept invention, discuss cognitive and social aspects, and further describe concrete implementations and applications in the fields of musical and mathematical creativity. Featuring contributions from leading researchers in formal systems, cognitive science, artificial intelligence, computational creativity, mathematical reasoning and cognitive musicology, the book will appeal to readers interested in how conceptual blending can be precisely characterized and implemented for the development of creative computational systems.

This book explores how gamification techniques are used to leverage users' natural desires for achievement, competition, collaboration, learning and more. Compared to other books on this topic, it gives more than just an introduction and develops the readers understanding through frameworks and models, based on research to make it easier to develop gamified systems. The concept of gamification achieved increased popularity in 2010 when a number of softwares and services started explaining their products as a 'gamification' design. Gamification Mindset explains how game elements and mechanics are important, how video games are learning systems and examines how video game aesthetics are vital in the development of gamification. The book will challenge some common beliefs when it comes to gamifications' abilities to immerse and change the user's intrinsic and extrinsic motivations. Gamification Mindset aims to develop new models in gamification to enable easier gamification scenarios. It is a comprehensive analysis and discussion about gamification and serves as a useful tool, since it acquaints readers with gamification and how to use it, through illustrated practical theoretical models. Academic researchers, students, educators and professional game and gamification designers will find this book invaluable.

Personal data is increasingly important in our lives. We use personal data to quantify our behaviour, through health apps or for 'personal branding' and we are also increasingly forced to part with our data to access services. With the proliferation of embedded sensors, the built environment is playing a key role in this developing use of data, even though this remains relatively hidden. Buildings are sites for the capture of personal data. This data is used to adapt buildings to people's behaviour, and increasingly, organisations use this data to understand how buildings are occupied and how communities develop within them. A whole host of technical, practical, social and ethical challenges emerge from this still developing area across interior, architectural and urban design, and many open questions remain. This book makes a contribution to this on-going discourse by bringing together a community of researchers interested in personal informatics and the design of interactive buildings and environments. The book's aim is to foster critical discussion about the future role of personal data in interactions with the built environment. People, Personal Data and the Built Environment is ideal for researchers and practitioners interested in Architecture, Computer Science and Human Building Interaction.

This work aims at understanding behavior around location information, including why users share such information, why they protect the data, and what kind of other factors influence the decision to behave in a certain way. This book explores privacy in the context of location data, and answers questions such as what are the privacy related behaviors in this context, and what are the factors influencing such behaviors. The book gives an overview to what privacy means for users in terms of understandings, attitudes and valuations. This book discusses reasons for why research around this topic is challenging, and presents various methods for diving into the topic through empirical studies. The work is relevant for professionals, researchers, and users of technology.

Presents a strategic perspective and design methodology that guide the process of developing digital products and services that provide 'real experience' to users. Only when the material experienced runs its course to fulfilment is it then regarded as 'real experience' that is distinctively senseful, evaluated as valuable, and harmoniously related to others. Based on the theoretical background of human experience, the book focuses on these three questions: How can we understand the current dominant designs of digital products and services? What are the user experience factors that are critical to provide the real experience? What are the important HCI design elements that can effectively support the various UX factors that are critical to real experience? Design for Experience is intended for people who are interested in the experiences behind the way we use our products and services, for example designers and students interested in interaction, visual graphics and information design or practitioners and entrepreneurs in pursuit of new products or service-based start-ups.

This new edition of the book covers Tailwind 3.0, which changes the way Tailwind generates its CSS. Tailwind 3.0 has a large number of new features powered by the new system, including the ability to use arbitrary values with most Tailwind class patterns, and a new syntax for combining color and opacity in a single class. This book also covers the new standalone command-line tools for Tailwind. With CSS, you can do amazing things to the basic text and images on your website, and with just a little bit of client-side code to add and remove CSS classes, you can do exponentially more. In the latest edition of this book, you'll learn how to use Tailwind 3.0 and the new way it generates CSS. You'll code your way through Tailwind's newest features, including the ability to use arbitrary values with most Tailwind class patterns and a new syntax for combining color and opacity in a single class. You'll even dive into the new standalone command-line tools for Tailwind. The Tailwind setup is extremely explicit and makes it possible to understand the display just by looking at the HTML markup. Start by designing the typographic details of the individual elements, then placing and manipulating those elements in "the box" using a flexbox or grid design. Finally, move those elements around the page with helpful small animations and transitions. With Tailwind, it's easy to prototype, iterate, and customize your display, use prefixes to specify behavior, change defaults, add new behavior, and integrate with legacy CSS. Use Tailwind to make extraordinary web designs without extraordinary effort. What You Need: This book is about Tailwind 3.0. You should have a basic knowledge of CSS and HTML.

Advances in hardware and networking have made possible a wide use of augmented reality (AR) technologies. However, simply putting those hardware and technologies together does not make a "good" system for end users to use. New design principles and evaluation methods specific to this emerging area are urgently needed to keep up with the advance in technologies.

"Human Factors in Augmented Reality Environments" is the first book on human factors in AR, addressing issues related to design, development, evaluation and application of AR systems. Topics include surveys, case studies, evaluation methods and metrics, HCI theories and design principles, human factors and lessons learned and experience obtained from developing, deploying or evaluating AR systems. The contributors for this cutting-edge volume are well-established researchers from diverse disciplines including psychologists, artists, engineers and scientists.

"Human Factors in Augmented Reality Environments" is designed for a professional audience composed of practitioners and researchers working in the field of AR and human-computer interaction. Advanced-level students in computer science and engineering will also find this book useful as a secondary text or reference.

This book features the latest research in the area of immersive technologies, presented at the 5th International Augmented and Virtual Reality Conference, held in Munich, Germany in 2019. Bridging the gap between academia and industry, it presents the state of the art in augmented reality (AR) and virtual reality (VR) technologies and their applications in various industries such as marketing, education, healthcare, tourism, events, fashion, entertainment, retail and the gaming industry. The volume is a collection of research papers by prominent AR and VR scholars from around the globe. Covering the most significant topics in the field of augmented and virtual reality and providing the latest findings, it is of interest to academics and practitioners alike.

Precision Motion Systems: Modeling, Control, and Applications presents basic dynamics and the control knowledge needed for the daily challenges of researchers and professionals working in the field. The book explains accurate dynamics and control algorithms, along with experimental validation of precision systems in industrial, medical, airborne and spaceborne applications. By using the proposed experimental designs, readers will be able to make further developments and validations.

This proceedings book presents papers from the 10th Cambridge Workshops on Universal Access and Assistive Technology. The CWUAAT series of workshops have celebrated a long history of interdisciplinarity, including design disciplines, computer scientists, engineers, architects, ergonomists, ethnographers, ethicists, policymakers, practitioners, and user communities. This reflects the wider increasing realisation over the long duration of the series that design for inclusion is not limited to technology, engineering disciplines, and computer science but instead requires an interdisciplinary approach. The key to this is providing a platform upon which the different disciplines can engage and see each other's antecedents, methods, and point of view. This proceedings book of the 10th CWUAAT conference presents papers in a variety of topics including Reconciling usability, accessibility, and inclusive design; Designing inclusive assistive and rehabilitation systems; Designing cognitive interaction with emerging technologies; Designing inclusive architecture; Data mining and visualising inclusion; Legislation, standards, and policy in inclusive design; Situational inclusive interfaces; and The historical perspective: 20 years of CWUAAT. CWUAAT has always aimed to be inclusive in the fields that it invites to the workshop. We must include social science, psychologies, anthropologies, economists, politics, governance, and business. This requirement is now energised by imminent new challenges arising from techno-social change. In particular, artificial intelligence, wireless technologies, and the Internet of Things generate a pressing need for more socially integrated projects with operational consequences on individuals in the built environment and at all levels of design and society. Business cases and urgent environmental issues such as sustainability and transportation should now be a focus point for inclusion in an increasingly challenging world. This proceedings book continues the goal of designing for inclusion, as set out by the CWUAAT when it first started.

This book looks back at the starting point of engineering to show the importance of motivation in dealing with the passive-to-active consumer change, and explains how engineering can be holistic. It presents a variety of research on emotion, discussing topics such as neuroscience, philosophy and physiology. In addition to providing similar research being carried out from different perspectives in other fields, it demonstrates to readers how they can work with researchers in other fields to explore the new frontiers and their applications together. With engineering quickly moving from product development to experience development, and the role of emotion in engineering becoming increasingly important, Emotional Engineering, Vol. 6 is a valuable resource for engineers and researchers.

Extensive research conducted by the Hasso Plattner Design Thinking Research Program at Stanford University in Palo Alto, California, USA, and the Hasso Plattner Institute in Potsdam, Germany, has yielded valuable insights on why and how design thinking works. Researchers have identified metrics, developed models, and conducted studies, which are featured in this book, and in the previous volumes of this series. Offering readers a closer look at design thinking, and its innovation processes and methods, this volume covers topics ranging from understanding success factors of design thinking to exploring the potential that lies in the use of digital technologies. Furthermore, readers learn how special-purpose design thinking can be used to solve thorny problems in complex fields, such as the health sector or software development. Thinking and devising innovations are inherently human activities - so is design thinking. Accordingly, design thinking is not merely the result of special courses or of being gifted or trained: it is a way of dealing with our environment and improving techniques, technologies and life. As such, the research outcomes compiled in this book should increase knowledge and provide inspiration to all seeking to drive innovation - be they experienced design thinkers or newcomers.

Mobile Data Visualization is about facilitating access to and understanding of data on mobile devices. Wearable trackers, mobile phones, and tablets are used by millions of people each day to read weather maps, financial charts, or personal health meters. What is required to create e ffective visualizations for mobile devices? This book introduces key concepts of mobile data visualization and discusses opportunities and challenges from both research and practical perspectives. Mobile Data Visualization is the first book to provide an overview of how to e ffectively visualize, analyze, and communicate data on mobile devices. Drawing from the expertise, research, and experience of an international range of academics and practitioners from across the domains of Visualization, Human Computer Interaction, and Ubiquitous Computing, the book explores the challenges of mobile visualization and explains how it diff ers from traditional data visualization. It highlights opportunities for reaching new audiences with engaging, interactive, and compelling mobile content. In nine chapters, this book presents interesting perspectives on mobile data visualization including: how to characterize and classify mobile visualizations; how to interact with them while on the go and with limited attention spans; how to adapt them to various mobile contexts; specific methods on how to design and evaluate them; reflections on privacy, ethical and other challenges, as well as an outlook to a future of ubiquitous visualization. This accessible book is a valuable and rich resource for visualization designers, practitioners, researchers, and students alike.