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Abstract

We present a modular framework for a business-to-customer communication service integrating several communication channels. Using such a service it is possible to find hidden relationships between messages and thus collect more customer-related data. The framework core is a message-conversion engine capable of converting channel-independent abstract messages into concrete messages and vice-versa. The conversion process is context-dependent. The context consists of formally described communication channel characteristics and user preferences. The framework is based on semantic technologies due to a balance between their expressive power, reasoning properties, and existence of production-quality tools. This chapter describes the multi-channel communication framework with relation to its components. Among others we discuss message conversion and channel selection.

Keywords

communication ontology context-awareness B2C 

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Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  • Michal Nagy
    • 1
  1. 1.University of JyväskyläJyväskyläFinland

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