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

Type: 
Speech with proceedings
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 centre´s personnel is supported by semantic annotation of the available documents, thus improving the required time to answer customers´ requests as well as the service quality.
Hidden Keywords: 
Department Focus: 
(Business Informatics)
TU Focus: 
Information and Communication Technology
Proceedings: 
Information and Communication Technologies in Tourism 2008 Proceedings of the International Conference in Innsbruck, Austria, 2008
Publisher: 
Springer Vienna
Year: 
2008
ISBN: 
ISBN: 978-3-211-77279-9
Pages: 
407 - 417
Accepted: 
Acceptance undecided
Invited: 
Reference: 
<u>C. Herzog</u>, M. Bauer, K. Prantner, H. Werthner, B. Dippelreiter: <br>"<i><a href="http://publik.tuwien.ac.at/files/PubDat_167347.pdf" target="_blank" class="publist">A Case Study on Automating Information Aggregation Processes in Information Centres</a></i>"; <br>Talk: ENTER Conference 2008, Innsbruck; 01-23-2008 - 01-25-2008; in: "<i>Information and Communication Technologies in Tourism 2008 Proceedings of the International Conference in Innsbruck, Austria, 2008</i>", W. Höpken, U. Gretzel, P. O´Connor (ed.); Springer Vienna, (2008), ISBN: 978-3-211-77279-9; 407 - 417.<br><br> <a href="https://publik.tuwien.ac.at/showentry.php?ID=167347&lang=2" class="publist"><i>More information</i></a><br><br>
Abstract German: