How can I help you? Design principles for task-oriented speech dialog systems in customer service

Organizations are increasingly delegating customer inquiries to speech dialog systems (SDSs) to save personnel resources. However, customers often report frustration when interacting with SDSs due to poorly designed solutions. Despite these issues, design knowledge for SDSs in customer service remains elusive. To address this research gap, we employ the design science approach and devise a design theory for SDSs in customer service. The design theory, including 14 requirements and five design principles, draws on the principles of dialog theory and undergoes validation in three iterations using five hypotheses. A summative evaluation comprising a two-phase experiment with 205 participants yields positive results regarding the user experience of the artifact. This study contributes to design knowledge for SDSs in customer service and supports practitioners striving to implement similar systems in their organizations.

     

Homopolymer Nanolithography

Future progress in nanoscience and nanotechnology necessitates further development of versatile, labor‐, and cost‐efficient surface patterning strategies. A new approach to nanopatterning is reported, which utilizes surface segregation of a smooth layer of an end‐grafted homopolymer in a poor solvent. The variation in polymer grafting density yields a range of surface nanostructures, including randomly organized pinned spherical micelles, worm‐like structures, networks, and porous films. The capability to use the polymer patterns for site‐specific deposition of small molecules, polymers, or nanoparticles is shown. This versatile strategy enables patterning of curved surfaces with direct access to the substrate and no need in changing polymer composition to realize different surface patterns.     

The unsteady hydrodynamic force during the collision of two spheres in a viscous fluid

The time-dependent Stokes equations were solved in the vicinity of two spheres colliding in a viscous fluid with viscosity ν to determine the rate of change of the hydrodynamic forces during large accelerations associated with Hertzian mechanical contact of small duration \({\tau_{\rm c}}\). It was assumed that the gap clearance remains finite during contact and is approximately equal to the height σ of surface micro-asperities. The initial condition corresponds to the steady-state axisymmetric solution of Cooley and O’Neill (Mathematika 16:37–49, 1969), and the initial value problem for the time-dependent Stokes streamfunction was solved using Laplace transform methods. Assuming that σ is small compared to the sphere radius a, we used singular perturbation expansions and tangent-sphere coordinates to obtain an asymptotic solution for the viscous flow in the gap and around the moving sphere. The solution provides the dependence of the resistance, added mass and history forces on σ, the sphere velocity and acceleration, and the ratio of the sphere diameters. We found that the relative importance of viscous and mechanical forces during contact depends on a new Stokes number \({St_{\rm c}=\sigma^2/\nu \tau_{\rm c}}\). Integration of Newton’s equation for the motion of the sphere during mechanical contact showed that there is a critical \({St_{\rm c}=O(\sigma/a)}\) for which there is no rebound at the end of contact.     

Two-stage stochastic master production scheduling under demand uncertainty in a rolling planning environment

This paper proposes a scenario-based two-stage stochastic programming model with recourse for master production scheduling under demand uncertainty. We integrate the model into a hierarchical production planning and control system that is common in industrial practice. To reduce the problem of the disaggregation of the master production schedule, we use a relatively low aggregation level (compared to other work on stochastic programming for production planning). Consequently, we must consider many more scenarios to model demand uncertainty. Additionally, we modify standard modelling approaches for stochastic programming because they lead to the occurrence of many infeasible problems due to rolling planning horizons and interdependencies between master production scheduling and successive planning levels. To evaluate the performance of the proposed models, we generate a customer order arrival process, execute production planning in a rolling horizon environment and simulate the realisation of the planning results. In our experiments, the tardiness of customer orders can be nearly eliminated by the use of the proposed stochastic programming model at the cost of increasing inventory levels and using additional capacity.     

Building 2D quasicrystals from 5-fold symmetric corannulene molecules

Nano Research - The formation of long-range ordered aperiodic molecular films on quasicrystalline substrates is a new challenge that provides an opportunity for further surface functionalization....     

Multilayer dielectric structure for enhancement of evanescent waves

We describe a type of multilayer dielectric coating designed to enhance the intensity of evanescent waves. The coating consists of a stack of alternating high- and low-index quarter-wave layers followed by a final low-index layer whose thickness is chosen to optimize the evanescent-wave intensity. Indirect measurements of the film properties are in good agreement with theory.     

Reversible suppression of the so-called fishtail effect in ultra pure single crystals of YBa2Cu3O7−δ achieved by proper oxygenation

We report on the absence of the so-called fishtail or peak effect in the magnetisation curves of properly oxygenated high purity (5N) single crystals of YBa₂Cu₃O_7–. As we recently reported [1] high pressure oxygenation procedures are suitable to produce a monotonous dependence of the critical current density with the magnetic field. In this article we report furthermore how to reversibly produce or remove this effect on the same crystal by proper oxygenation methods. Along with the high purity of the samples, — due to crystal growth in non reactive BaZrO₃ crucibles —, this proves that at least in pure samples the fishtail effect is due to different oxygenation states and/or oxygen distributions. In less pure samples, however, other sources for this anomaly like metallic impurities can act as an additional source for the fishtail anomaly.     

Components for the implementation of free-space optical crossbars

We describe an optical system developed to form the basis of a 64 × 64 free-space optical matrix-matrix crossbar switch. The design and performance of each of the main optical components is discussed: lenses, diffractive optical elements, and polarizing beamsplitters, together with the optomechanical hardware design. For these components, throughput levels of -6.9 dB have been achieved, which is compatible with full system operation at 10(-12) bit error rates at ≥270 Mbits s(-1).     

Scanning tunneling spectroscopy studies on YBa2Cu3O7−δ

Scanning Tunneling Spectroscopy (STS) measurements have been carried out on the high T_c superconductor (HTS) YBa₂Cu₃O_7– (YBCO). Using very high quality single crystals as well as hard tips, we obtained differential conductance spectra which showed various conductance features in agreement with other spectroscopic techniques. The reproducibility of our spectra allowed us to map for the first time the vortex lattice on a HTS using a STS technique¹. The vortices are arranged in a short range order oblique lattice, while the cores of the flux lines show an anisotropic shape. These observations can be related to the in-plane anisotropy of YBCO.     

The lactulose breath hydrogen test and small intestinal bacterial overgrowth

OBJECTIVES: To i) document the sensitivity and specificity of a combined scintigraphic/lactulose breath hydrogen test for small intestinal bacterial overgrowth and ii) investigate the validity of currently accepted definitions of an abnormal lactulose breath hydrogen test based on "double peaks" in breath hydrogen concentrations. METHODS: Twenty-eight subjects were investigated with culture of proximal small intestinal aspirate and a 10-g lactulose breath hydrogen test combined with scintigraphy. Gastroduodenal pH, the presence or absence of gastric bacterial overgrowth, and the in vitro capability of overgrowth flora to ferment lactulose were determined. RESULTS: Sensitivity (16.7%) and specificity (70.0%) of the lactulose breath hydrogen test alone for small intestinal bacterial overgrowth were poor. Combination with scintigraphy resulted in 100% specificity, because double peaks in serial breath hydrogen concentrations may occur as a result of lactulose fermentation by cecal bacteria. Sensitivity increased to 38.9% with scintigraphy, because a single rise in breath hydrogen concentrations, commencing before the test meal reaches the cecum, may occur in this disorder. Sensitivity remained suboptimal irrespective of the definition of small intestinal bacterial overgrowth used, the nature of the overgrowth flora, favorable luminal pH, the presence of concurrent gastric bacterial overgrowth, or the in vitro ability of the overgrowth flora to ferment lactulose. CONCLUSIONS: Definitions of an abnormal lactulose breath hydrogen test based on the occurrence of double peaks in breath hydrogen concentrations are inappropriate. Not even the addition of scintigraphy renders this test a clinically useful alternative to culture of aspirate for diagnosing small intestinal bacterial overgrowth.