A Blockchain and AutoML Approach for Open and Automated Customer Service

【Author】 Li, Zhi; Guo, Hanyang; Wang, Wai Ming; Guan, Yijiang; Barenji, Ali Vatankhah; Huang, George Q.; McFall, Kevin S.; Chen, Xin

【Source】IEEE TRANSACTIONS ON INDUSTRIAL INFORMATICS

【影响因子】11.648

【Abstract】Customer service is transforming from traditional manual service toward automated service, which utilizes different computational informatics to achieve a higher efficient and quality services. Automated customer service requires big data and expertise in data analysis as prerequisites. However, many companies, especially small and medium enterprises, do not have sufficient data and experience due to their limited scale and resources. They need to rely on third parties, and this reliance results in the lack of development of core customer service competency. In order to overcome these challenges, an open and automated customer service platform based on Internet of things (IoT), blockchain, and automated machine learning (AutoML) is proposed. The data are gathered with the use of IoT devices during the customer service. An open but secured environment to achieve data trading is ensured by using blockchain. AutoML is adopted to automate the data analysis processes for reducing the reliance of costly experts. The proposed platform is analyzed through use case evaluation. A prototype system has also been developed and evaluated. The simulation results show that our platform is scalable and efficient.

【Keywords】Automated customer service; automated machine learning (AutoML); blockchain; open customer service

【发表时间】2019 JUN

【收录时间】2022-01-02

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