The second volume of this research monograph describes a number of applications of Artificial Intelligence in the field of Customer Relationship Management with the focus of solving customer problems. We design a system that tries to understand the customer complaint, his mood, and what can be done to resolve an issue with the product or service. To solve a customer problem efficiently, we maintain a dialogue with the customer so that the problem can be clarified and multiple ways to fix it can be sought. We introduce dialogue management based on discourse analysis: a systematic linguistic way to handle the thought process of the author of the content to be delivered. We analyze user sentiments and personal traits to tailor dialogue management to individual customers. We also design a number of dialogue scenarios for CRM with replies following certain patterns and propose virtual and social dialogues for various modalities of communication with a customer. After we learn to detect fake content, deception and hypocrisy, we examine the domain of customer complaints. We simulate mental states, attitudes and emotions of a complainant and try to predict his behavior. Having suggested graph-based formal representations of complaint scenarios, we machine-learn them to identify the best action the customer support organization can chose to retain the complainant as a customer.

This handbook covers the fundamental principles and theory, and the state-of-the-art research, systems and applications, in the area of mobility data privacy. It is primarily addressed to computer science and statistics researchers and educators, who are interested in topics related to mobility privacy. This handbook will also be valuable to industry developers, as it explains the state-of-the-art algorithms for offering privacy. By discussing a wide range of privacy techniques, providing in-depth coverage of the most important ones, and highlighting promising avenues for future research, this handbook also aims at attracting computer science and statistics students to this interesting field of research. The advances in mobile devices and positioning technologies, together with the progress in spatiotemporal database research, have made possible the tracking of mobile devices (and their human companions) at very high accuracy, while supporting the efficient storage of mobility data in data warehouses, which this handbook illustrates. This has provided the means to collect, store and process mobility data of an unprecedented quantity, quality and timeliness. As ubiquitous computing pervades our society, user mobility data represents a very useful but also extremely sensitive source of information. On one hand, the movement traces that are left behind by the mobile devices of the users can be very useful in a wide spectrum of applications such as urban planning, traffic engineering, and environmental pollution management. On the other hand, the disclosure of mobility data to third parties may severely jeopardize the privacy of the users whose movement is recorded, leading to abuse scenarios such as user tailing and profiling. A significant amount of research work has been conducted in the last 15 years in the area of mobility data privacy and important research directions, such as privacy-preserving mobility data management, privacy in location sensing technologies and location-based services, privacy in vehicular communication networks, privacy in location-based social networks, privacy in participatory sensing systems which this handbook addresses.. This handbook also identifies important privacy gaps in the use of mobility data and has resulted to the adoption of international laws for location privacy protection (e.g., in EU, US, Canada, Australia, New Zealand, Japan, Singapore), as well as to a large number of interesting technologies for privacy-protecting mobility data, some of which have been made available through open-source systems and featured in real-world applications.

This book investigates the functional adequacy as well as the affective impression made by feedback messages on mobile devices. It presents an easily adoptable experimental setup to examine context effects on various feedback messages and applies it to auditory, tactile and auditory-tactile feedback messages. This approach provides insights into the relationship between the affective impression and functional applicability of these messages as well as an understanding of the influence of unimodal components on the perception of multimodal feedback messages. The developed paradigm can also be extended to investigate other aspects of context and used to investigate feedback messages in modalities other than those presented. The book uses questionnaires implemented on a Smartphone, which can easily be adopted for field studies to broaden the scope even wider. Finally, the book offers guidelines for the design of system feedback.

Cyberculture is a particularly complex issue. It is seen as a fantastic meeting point of classic philosophers with postmodern theorists, politicians with community engineers, contemporary sophists with software engineers, and artists with rhetoricians. Today, cyberculture is identified highly with new media and digital rhetoric and could be used to create a comprehensive map of modern culture. Present and Future Paradigms of Cyberculture in the 21st Century is a comprehensive research publication that explores the influence of the internet and internet culture on society as a whole. Highlighting a wide range of topics such as digital media, activism, and psychology, this book is ideal for academicians, researchers, sociologists, psychologists, anthropologists, and students.

Clear communication requires understanding readers from perspectives of technical communication, cognitive psychology, usability, human-computer interaction, information design, and information science. Designing and clearly communicating information involves understanding multiple perspectives of the readers experiences and understanding their motivations and rationale that drives their behavior. The research in diverse areas has all examined the issue though different lenses. However, there has not been an attempt at transforming the academic studies into a form accessible to technical communication students or to practitioners charged with designing and creating the content. Human-Information Interaction and Technical Communication: Concepts and Frameworks focuses on communicating information, not creating information. Developing information which clearly communicates and fits people s needs requires understanding how people think and what drives their decision processes. To help achieve that goal, this book works to provide practical knowledge based on a sound theoretical foundation for allowing people to engage in a meaningful dialogue as they make decisions with respect to designing that communication. Besides being a reference for the academic researcher or practicing technical communicator, it is written so it can be used as a reference for either a foundational or theories of technical communication course.

The Handbook on Socially Interactive Agents provides a comprehensive overview of the research fields of Embodied Conversational Agents, Intelligent Virtual Agents, and Social Robotics. Socially Interactive Agents (SIAs), whether virtually or physically embodied, are autonomous agents that are able to perceive an environment including people or other agents, reason, decide how to interact, and express attitudes such as emotions, engagement, or empathy. They are capable of interacting with people and one another in a socially intelligent manner using multimodal communicative behaviors, with the goal to support humans in various domains. Written by international experts in their respective fields, the book summarizes research in the many important research communities pertinent for SIAs, while discussing current challenges and future directions. The handbook provides easy access to modeling and studying SIAs for researchers and students, and aims at further bridging the gap between the research communities involved. In two volumes, the book clearly structures the vast body of research. The first volume starts by introducing what is involved in SIAs research, in particular research methodologies and ethical implications of developing SIAs. It further examines research on appearance and behavior, focusing on multimodality. Finally, social cognition for SIAs is investigated using different theoretical models and phenomena such as theory of mind or pro-sociality. The second volume starts with perspectives on interaction, examined from different angles such as interaction in social space, group interaction, or long-term interaction. It also includes an extensive overview summarizing research and systems of human-agent platforms and of some of the major application areas of SIAs such as education, aging support, autism, and games.

Based on the seminar that took place in Dagstuhl, Germany in June 2011, this contributed monograph studies the four important topics within the scientific visualization field: uncertainty visualization, multifield visualization, biomedical visualization and scalable visualization.

Uncertainty visualization deals with uncertain data from simulations or sampled data, uncertainty due to the mathematical processes operating on the data, and uncertainty in the visual representation,
Multifield visualization addresses the need to depict multiple data at individual locations and the combination of multiple datasets,
Biomedical is a vast field with select subtopics addressed from scanning methodologies to structural applications to biological applications,
Scalability in scientific visualization is critical as data grows and computational devices range from hand-held mobile devices to exascale computational platforms.

"Scientific Visualization" will be useful to practitioners of scientific visualization, students interested in both overview and advanced topics and those interested in knowing more about the visualization process."

This book explores a wide range of topics in digital ethics. It features 11 chapters that analyze the opportunities and the ethical challenges posed by digital innovation, delineate new approaches to solve them, and offer concrete guidance to harness the potential for good of digital technologies. The contributors are all members of the Digital Ethics Lab (the DELab), a research environment that draws on a wide range of academic traditions. The chapters highlight the inherently multidisciplinary nature of the subject, which cannot be separated from the epistemological foundations of the technologies themselves or the political implications of the requisite reforms. Coverage illustrates the importance of expert knowledge in the project of designing new reforms and political systems for the digital age. The contributions also show how this task requires a deep self-understanding of who we are as individuals and as a species. The questions raised here have ancient -- perhaps even timeless -- roots. The phenomena they address may be new. But, the contributors examine the fundamental concepts that undergird them: good and evil, justice and truth. Indeed, every epoch has its great challenges. The role of philosophy must be to redefine the meaning of these concepts in light of the particular challenges it faces. This is true also for the digital age. This book takes an important step towards redefining and re-implementing fundamental ethical concepts to this new era.

The goal of this book is to crystallize the emerging mobile computing technologies and trends into positive efforts to focus on the most promising solutions in services computing. Many toys built today are increasingly using these technologies together and it is important to understand the various research and practical issues. The book will provide clear proof that mobile technologies are playing an ever increasing important and critical role in supporting toy computing, which is a new research discipline in computer science. It is also expected that the book will further research new best practices and directions in toy computing. The goal of this book is to bring together academics and practitioners to describe the use and synergy between the above-mentioned technologies. This book is mainly intended for researchers and students working in computer science and engineering, and for toy industry technology providers, having particular interests in mobile services. The wide range of authors of this book will help the various communities understand both specific and common problems. This book facilities software developers and researchers to become more aware of this challenging research opportunity. As well, the book is soliciting shall provide valuable strategic outlook on the emerging toy industry.

This book is about the field of brain-computer interfaces (BCI) and the unique and special environment of active implants that electrically interface with the brain, spinal cord, peripheral nerves, and organs. At the heart of the book is the matter of repairing and rehabilitating patients suffering from severe neurologic impairments, from paralysis to movement disorders and epilepsy, that often requires an invasive solution based on an implanted device. Past achievements, current work, and future perspectives of BCI and other interactions between medical devices and the human nervous system are described in detail from a pragmatic point of view. Reviews the Active Implantable Medical Devices (AIMDs) industry and how it is moving from cardiac to neuro applications Clear, easy to read, presentation of the field of neuro-technologies for human benefit Provides easy to understand explanations about the technical limitations, the physics of implants in the human body, and realistic long terms perspectives

With the growing popularity of "big data", the potential value of personal data has attracted more and more attention. Applications built on personal data can create tremendous social and economic benefits. Meanwhile, they bring serious threats to individual privacy. The extensive collection, analysis and transaction of personal data make it difficult for an individual to keep the privacy safe. People now show more concerns about privacy than ever before. How to make a balance between the exploitation of personal information and the protection of individual privacy has become an urgent issue. In this book, the authors use methodologies from economics, especially game theory, to investigate solutions to the balance issue. They investigate the strategies of stakeholders involved in the use of personal data, and try to find the equilibrium. The book proposes a user-role based methodology to investigate the privacy issues in data mining, identifying four different types of users, i.e. four user roles, involved in data mining applications. For each user role, the authors discuss its privacy concerns and the strategies that it can adopt to solve the privacy problems. The book also proposes a simple game model to analyze the interactions among data provider, data collector and data miner. By solving the equilibria of the proposed game, readers can get useful guidance on how to deal with the trade-off between privacy and data utility. Moreover, to elaborate the analysis on data collector's strategies, the authors propose a contract model and a multi-armed bandit model respectively. The authors discuss how the owners of data (e.g. an individual or a data miner) deal with the trade-off between privacy and utility in data mining. Specifically, they study users' strategies in collaborative filtering based recommendation system and distributed classification system. They built game models to formulate the interactions among data owners, and propose learning algorithms to find the equilibria.

Highlights key research currently being undertaken within the field of telepresence, providing the most detailed account of the field to date, advancing our understanding of a fundamental property of all media - the illusion of presence; the sense of "being there" inside a virtual environment, with actual or virtual others. This collection has been put together by leading international scholars from America, Europe, and Asia. Together, they describe the state-of-the-art in presence theory, research and technology design for an advanced academic audience. Immersed in Media provides research that can help designers optimize presence for users of advanced media technologies such as virtual and augmented reality, collaborative social media, robotics, and artificial intelligence and lead us to better understand human cognition, emotion and behaviour.

Currently, Internet and virtual reality communication is essentially audio-visual. The next important breakthrough of the Internet will be the communication and sharing of smell and taste experiences digitally. Audio-visual stimuli are frequency based, and they can be easily digitized and actuated. On the other hand, taste and smell stimuli are based on chemical molecules, therefore, they are not easy to digitize or actuate. To solve this problem, we are required to discover new digital actuation technologies for taste and smell. The authors of this book have experimented on developing digital actuation devices for several years. This book will provide a complete overview of the importance of digitizing taste and smell, prior works, proposed technologies by the authors, other state of the art research, advantages and limitations of the proposed methods, and future applications. We expect digital taste and smell technologies will revolutionize the field of multisensory augmented reality and open up new interaction possibilities in different disciplines such as Human Computer Interaction, Communication, and Augmented and Virtual Reality.

This book examines online dating from the "inside," using in-depth interviews with dating website members to reveal-and keenly analyze-what relationships and romance in the 21st century are really like. The members of the current generation of "digital guinea pigs" are true social pioneers as they embrace digital technology to create a new realm of mating, dating, and intimacy in America. Ironically, "digital dating" frequently results in an outcome that is exactly opposite to its participants' intended purposes. The Illusion of Intimacy: Problems in the World of Online Dating is more than a thorough investigation of the realities of modern relationships, many of which begin online-one in five, according to Match.com; the book introduces the reader to some of the natives and industry "users" who make up its clientele. Author John C. Bridges shows how they have adapted to technology to find new interactions, meet new partners, and share new experiences. The research focuses on the dating sites ranked in the top five by actual members of these sites who interviewed with the author to share their personal stories and experiences, all documented by saved emails and text messages.

This volume presents the proceedings of the 11th International Conference on the Design of Cooperative Systems (COOP 2014). The conference is a venue for multidisciplinary research contributing to the design, assessment and analysis of cooperative systems and their integration in organizations, public venues, and everyday life. COOP emerged from the European tradition of Computer Supported Cooperative Work (CSCW) and Cognitive Ergonomics as practiced in France. These proceedings are a collection of 28 papers reflecting the variety of research activities in the field, as well as an increasing interest in investigating the use and design of ICT in all aspects of everyday life and society, and not merely in the workplace. The papers represent a variety of research topics, from healthcare to sustainable mobility to disaster response, in settings from all over the world. For the first time, the proceedings include papers presented in an Early-Career Researchers Track which was organized in order to give young researchers the opportunity to discuss their work with an international community. This collection of papers provides a picture of new developments and classic topics of research around cooperative systems, based on the principle that a deep knowledge of cooperative practices is a key to understanding technology impacts and producing quality designs. The articles presented will appeal to researchers and practitioners alike, as they combine an understanding of the nature of work with the possibilities offered by novel digital technologies.

A lot of personal data is being collected and stored as we use our media devices for business and pleasure in mobile and online spaces. This book helps us contemplate what a post-Facebook or post-Google world might look like, and how the tensions within capitalist information societies between corporations, government and citizens might play out.

The information infrastructure - comprising computers, embedded devices, networks and software systems - is vital to operations in every sector: chemicals, commercial facilities, communications, critical manufacturing, dams, defense industrial base, emergency services, energy, financial services, food and agriculture, government facilities, healthcare and public health, information technology, nuclear reactors, materials and waste, transportation systems, and water and wastewater systems. Global business and industry, governments, indeed society itself, cannot function if major components of the critical information infrastructure are degraded, disabled or destroyed.Critical Infrastructure Protection XIV describes original research results and innovative applications in the interdisciplinary field of critical infrastructure protection. Also, it highlights the importance of weaving science, technology and policy in crafting sophisticated, yet practical, solutions that will help secure information, computer and network assets in the various critical infrastructure sectors. Areas of coverage include: Aviation Infrastructure Security; Vehicle Infrastructure Security; Telecommunications Systems Security; Industrial Control Systems Security; Cyber-Physical Systems Security; and Infrastructure Modeling and Simulation. This book is the fourteenth volume in the annual series produced by the International Federation for Information Processing (IFIP) Working Group 11.10 on Critical Infrastructure Protection, an international community of scientists, engineers, practitioners and policy makers dedicated to advancing research, development and implementation efforts focused on infrastructure protection. The book contains a selection of sixteen edited papers from the Fourteenth Annual IFIP WG 11.10 International Conference on Critical Infrastructure Protection, held at SRI International, Arlington, Virginia, USA in the spring of 2020. Critical Infrastructure Protection XIV is an important resource for researchers, faculty members and graduate students, as well as for policy makers, practitioners and other individuals with interests in homeland security.

This contributed volume presents state-of-the-art advances in logistics theory in various fields as well as case studies. The book reports on a number of recently conducted studies in the Dinalog and the EffizienzCluster LogistikRuhr, thus bridging the gap between different perspectives of theoretical and applied research. A selection of theoretical topics, practical examples, case studies and project reports is presented in this volume. The editors carefully selected contributions from a wide variety of projects, which were carried out in both the Dinalog cluster and the Effizienzcluster LogistikRuhr. The contributions are grouped in five main sections, each representing key domains in the evolution of logistics and supply chain management: sustainability, urban logistics, value chain management, IT-based innovation, knowledge management. This book is intended for both researchers and practitioners in the field of logistics and supply chain management, to serve as an important source of information for further research as well as to stimulate further innovation.

The volume explores the consequences of recent events in global Internet policy and possible ways forward following the 2012 World Conference on International Telecommunications (WCIT-12). It offers expert views on transformations in governance, the future of multistakeholderism and the salience of cybersecurity. Based on the varied backgrounds of the contributors, the book provides an interdisciplinary perspective drawing on international relations, international law and communication studies. It addresses not only researchers interested in the evolution of new forms of transnational networked governance, but also practitioners who wish to get a scholarly reflection on current regulatory developments. It notably provides firsthand accounts on the role of the WCIT-12 in the future of Internet governance.

This volume summarizes the ethical, social and cultural contexts of interfacing brains and computers. It is intended for the interdisciplinary community of BCI stakeholders. Insofar, engineers, neuroscientists, psychologists, physicians, care-givers and also users and their relatives are concerned. For about the last twenty years brain-computer-interfaces (BCIs) have been investigated with increasing intensity and have in principle shown their potential to be useful tools in diagnostics, rehabilitation and assistive technology. The central promise of BCI technology is enabling severely impaired people in mobility, grasping, communication, and entertainment. Successful applications are for instance communication devices enabling locked-in patients in staying in contact with their environment, or prostheses enabling paralysed people in reaching and grasping. In addition to this, it serves as an introduction to the whole field of BCI for any interested reader.

A comprehensive and broad introduction to computer and intrusion forensics, this practical work is designed to help you master the tools, techniques and underlying concepts you need to know, covering the areas of law enforcement, national security and the private sector. The text presents case studies from around the world, and treats key emerging areas such as stegoforensics, image identification, authorship categorization, link discovery and data mining. It also covers the principles and processes for handling evidence from digital sources effectively and law enforcement considerations in dealing with computer-related crimes, as well as how the effectiveness of computer forensics procedures may be influenced by organizational security policy.

One of the consequences of the digital revolution is the availability and pervasiveness of media and technology. They became an integral part of many people's lives, including children, who are often exposed to media and technology at an early age. Due to this early exposure, children have become targeted consumers for businesses and other organizations that seek to utilize the data they generate. The Handbook of Research on Children's Consumption of Digital Media is a scholarly research publication that examines how children have become consumers as well as how their consumption habits have changed in the age of digital and media technologies. Featuring current research on cyber bullying, social media, and digital advertising, this book is geared toward marketing and advertising professionals, consumer researchers, international business strategists, academicians, and upper-level graduate students seeking current research on the transformation of child to consumer.