188/4 E-Commerce Group
Institute of Software Technology and Interactive Systems
Vienna University of Technology
Favoritenstrasse 9-11/188, A-1040 Vienna, Austria

A Case Study on Automating Information Aggregation Processes in Information Centres

Authors: 
C. Herzog, M. Bauer, K. Prantner, H. Werthner, B. Dippelreiter
Publisher: 
Springer Vienna
Proceedings: 
Information and Communication Technologies in Tourism 2008 Proceedings of the International Conference in Innsbruck, Austria, 2008
Pages: 
407 - 417
Year: 
2008
Type: 
Speech with proceedings
Hidden Keywords: 
Department Focus: 
Business Informatics
TU Focus: 
Information and Communication Technology
ISBN: 
ISBN: 978-3-211-77279-9
Abstract: 
As tourism is an information business, tourists have to rely on the information available beforehand. One - prominent - source of information are call centres of national or regional tourism organisations, which provide users expert advise and also pre-compiled information documents and brochures. However, such requests are usually answered with on demand off and on-line searches, communicating the required information to the customer via telephone. This is a cumbersome and often low quality process. The project OnTourism aims at improving these processes by automatically extracting (publicly) available information about the requested topics and compiling them into comprehensible documents which can then be sent to the customers. The information access for the call centreĀ“s personnel is supported by semantic annotation of the available documents, thus improving the required time to answer customersĀ“ requests as well as the service quality.
Abstract German: