A Novel System Architecture for an Improved Self-care Solution – Conceptual Design and Key Components

Authors

  • Patrick Santos Uptec Parque da Ciencia e da Tecnologia da Universidade do Porto, Porto, Portugal
  • Jorge Ramos Uptec Parque da Ciencia e da Tecnologia da Universidade do Porto, Porto, Portugal
  • Eduardo Seabra Uptec Parque da Ciencia e da Tecnologia da Universidade do Porto, Porto, Portugal
  • José Castro Uptec Parque da Ciencia e da Tecnologia da Universidade do Porto, Porto, Portugal

DOI:

https://doi.org/10.26636/jtit.2020.142920

Keywords:

adaptive interfaces, big data analytics, data mining, user profiling

Abstract

The high penetration rate that mobile devices enjoy in to day’s society has facilitated the creation of new digital services, with those offered by operators and content providers standing out. However, even this has failed to encourage consumers to express positive opinions on telecommunication services, especially when compared with other sectors. One of the main reasons of the mistrust shown is the low level of quality of customer service provided an area that generates high costs for the operators themselves, due to the high number of people employed at call centers in order to handle the volume of calls received. To face these challenges, operators launched self-care applications in order to provide customers with a tool that would allow them to autonomously manage the services they have subscribed. In this paper, we present an architecture that provides customized information to customers – a solution that is separate from mobile operating systems and communication technologies.

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Submitted

2023-05-22

Published

2020-12-30

Issue

No. 4 (2020)

Section

ARTICLES FROM THIS ISSUE

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Copyright (c) 2020 Journal of Telecommunications and Information Technology

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite

[1]
P. Santos, J. Ramos, E. Seabra, and J. Castro, “A Novel System Architecture for an Improved Self-care Solution – Conceptual Design and Key Components”, JTIT, vol. 82, no. 4, pp. 88–97, Dec. 2020, doi: 10.26636/jtit.2020.142920.