A blockchain and automl approach for open and automated customer service

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

Research output: Journal article publicationJournal articleAcademic researchpeer-review

59 Citations (Scopus)

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.

Original languageEnglish
Article number8649758
Pages (from-to)3642-3651
Number of pages10
JournalIEEE Transactions on Industrial Informatics
Volume15
Issue number6
DOIs
Publication statusPublished - Jun 2019
Externally publishedYes

Keywords

  • Automated customer service
  • automated machine learning (AutoML)
  • blockchain
  • open customer service

ASJC Scopus subject areas

  • Control and Systems Engineering
  • Information Systems
  • Computer Science Applications
  • Electrical and Electronic Engineering

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