Pub Date : 2019-12-01DOI: 10.1109/ICRIIS48246.2019.9073486
Ng Lian Ping, Ab Razak Che Hussin, N. M. Ali
The emergence of electronic commerce (Ecommerce) has changed the way of people buying as well as experience in online customer services. E-commerce is adopted as strategy to enhance business competitiveness but success in the online business world usually starts with providing the best customer service. Although organizations are struggling on improving their performance on customer service, some issues of traditional customer service continue to appear such as limited availability, inefficiency and costly. In order to overcome the limitation of traditional customer service, artificial intelligence (AI) is increasingly utilized in service nowadays to act as an assistant for human beings. Along with the integration of AI in customer service, human agents and AI can work together to provide perfect services to customers and increase productivity. Hence, this study aims to identify the constructs and characteristics of AI customer service in Ecommerce. This paper started with formulating research questions, setting up objectives and proposing an AI customer service model. The proposed model was derived based on the understanding of traditional and AI customer service in ecommerce as well as the related models and papers from prior research. Finally, overall conclusions, limitations and future works will be presented with regard to AI customer service in E-commerce.
{"title":"Constructs for Artificial Intelligence Customer Service in E-commerce","authors":"Ng Lian Ping, Ab Razak Che Hussin, N. M. Ali","doi":"10.1109/ICRIIS48246.2019.9073486","DOIUrl":"https://doi.org/10.1109/ICRIIS48246.2019.9073486","url":null,"abstract":"The emergence of electronic commerce (Ecommerce) has changed the way of people buying as well as experience in online customer services. E-commerce is adopted as strategy to enhance business competitiveness but success in the online business world usually starts with providing the best customer service. Although organizations are struggling on improving their performance on customer service, some issues of traditional customer service continue to appear such as limited availability, inefficiency and costly. In order to overcome the limitation of traditional customer service, artificial intelligence (AI) is increasingly utilized in service nowadays to act as an assistant for human beings. Along with the integration of AI in customer service, human agents and AI can work together to provide perfect services to customers and increase productivity. Hence, this study aims to identify the constructs and characteristics of AI customer service in Ecommerce. This paper started with formulating research questions, setting up objectives and proposing an AI customer service model. The proposed model was derived based on the understanding of traditional and AI customer service in ecommerce as well as the related models and papers from prior research. Finally, overall conclusions, limitations and future works will be presented with regard to AI customer service in E-commerce.","PeriodicalId":294556,"journal":{"name":"2019 6th International Conference on Research and Innovation in Information Systems (ICRIIS)","volume":"16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128479511","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-01DOI: 10.1109/ICRIIS48246.2019.9073641
Khairun Nisyak Zakaria, S. H. Othman, A. Zainal
The management and execution of good cybersecurity audits help organizations to strengthen their cybersecurity operations by detecting and mitigating cyberattacks and threats from attacking and destroying organizational assets based on the result of audit findings. However, the objectives of this audit cannot be fully achieved because of the various problems prevalent in audit management and execution. This paper aims to review issues that motivate the research of cybersecurity audit and the approaches to manage and execute it. Previous works in this area of interest are discussed by classifying and analyzing the current approaches. Models, scopes, strengths and limitations are studied and the most effective and accurate synthesis that can improve the quality of cybersecurity audits is highlighted. Various approaches to manage and execute cybersecurity audit with their objectives and advantages are classified. From this literature review, it is clear that cybersecurity audits can be improved by addressing the highlighted issues and create a well-rounded approach to improve the management and execution of auditing. Timeliness, accuracy and measurement in regards of cybersecurity auditing are not included in this review and shall be discussed in future study as they have significant impact on the audits.
{"title":"Review of Cybersecurity Audit Management and Execution Approaches","authors":"Khairun Nisyak Zakaria, S. H. Othman, A. Zainal","doi":"10.1109/ICRIIS48246.2019.9073641","DOIUrl":"https://doi.org/10.1109/ICRIIS48246.2019.9073641","url":null,"abstract":"The management and execution of good cybersecurity audits help organizations to strengthen their cybersecurity operations by detecting and mitigating cyberattacks and threats from attacking and destroying organizational assets based on the result of audit findings. However, the objectives of this audit cannot be fully achieved because of the various problems prevalent in audit management and execution. This paper aims to review issues that motivate the research of cybersecurity audit and the approaches to manage and execute it. Previous works in this area of interest are discussed by classifying and analyzing the current approaches. Models, scopes, strengths and limitations are studied and the most effective and accurate synthesis that can improve the quality of cybersecurity audits is highlighted. Various approaches to manage and execute cybersecurity audit with their objectives and advantages are classified. From this literature review, it is clear that cybersecurity audits can be improved by addressing the highlighted issues and create a well-rounded approach to improve the management and execution of auditing. Timeliness, accuracy and measurement in regards of cybersecurity auditing are not included in this review and shall be discussed in future study as they have significant impact on the audits.","PeriodicalId":294556,"journal":{"name":"2019 6th International Conference on Research and Innovation in Information Systems (ICRIIS)","volume":"13 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124592270","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-01DOI: 10.1109/ICRIIS48246.2019.9073569
Arfa Binti Zainal Abidin, H. Majid, Azurah A. Samah, H. Hashim
In recent years, the manipulation of digital images can be done with relative ease. This can be attributed to the technological advancement in the field of computing specifically with advanced, sophisticated image editing tool software. A majority of these software are user-friendly which results in its widespread use. However, this also presents a new problem where anyone with access to the software can easily manipulate an image and can use it for nefarious purposes such as spreading fake news. Due to this development of sophistication of tools and software like Adobe Photoshop, Pixir, and Affinity, digital images content is often simply manipulated and thus forged images are produced. Therefore, the process authenticating a digital image becomes difficult such as to distinguish between manipulated images and actual images through the naked eyes. Therefore, the importance of digital image forensics has attracted many researchers who are deeply involved in this area and has established many techniques for forgery detection in image forensics. Recently, deep learning approach has a high interest among researchers across the field and has shown good result in its application. Thus, forensic researchers attempt to apply deep learning approach as a method for detecting forgery image. This paper presents the understanding and extensive literature review of state-of-the-art techniques of deep learning in the detection of copy-move image forgery.
{"title":"Copy-Move Image Forgery Detection Using Deep Learning Methods: A Review","authors":"Arfa Binti Zainal Abidin, H. Majid, Azurah A. Samah, H. Hashim","doi":"10.1109/ICRIIS48246.2019.9073569","DOIUrl":"https://doi.org/10.1109/ICRIIS48246.2019.9073569","url":null,"abstract":"In recent years, the manipulation of digital images can be done with relative ease. This can be attributed to the technological advancement in the field of computing specifically with advanced, sophisticated image editing tool software. A majority of these software are user-friendly which results in its widespread use. However, this also presents a new problem where anyone with access to the software can easily manipulate an image and can use it for nefarious purposes such as spreading fake news. Due to this development of sophistication of tools and software like Adobe Photoshop, Pixir, and Affinity, digital images content is often simply manipulated and thus forged images are produced. Therefore, the process authenticating a digital image becomes difficult such as to distinguish between manipulated images and actual images through the naked eyes. Therefore, the importance of digital image forensics has attracted many researchers who are deeply involved in this area and has established many techniques for forgery detection in image forensics. Recently, deep learning approach has a high interest among researchers across the field and has shown good result in its application. Thus, forensic researchers attempt to apply deep learning approach as a method for detecting forgery image. This paper presents the understanding and extensive literature review of state-of-the-art techniques of deep learning in the detection of copy-move image forgery.","PeriodicalId":294556,"journal":{"name":"2019 6th International Conference on Research and Innovation in Information Systems (ICRIIS)","volume":"44 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124019390","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-01DOI: 10.1109/ICRIIS48246.2019.9073269
S. Ismail, Faes Tumin
As proven in recent research on personal knowledge management (PKM) processes in online learning environment, this study took the initiative to prove that these processes happen in the said platform by reducing the biasness in respondents’ feedbacks. This paper proposes the usage of process mining technique to discover the PKM model in real online learning platform, by analysing the event logs data retrieved from two-semester duration of academic calendar. The focus of this paper is on how the online activities being mapped to the PKM processes, in which the GUSC Model has been used as the appropriate model to represent PKM. GUSC Model is based on the common processes of get knowledge, understand knowledge, share knowledge and connect to knowledge source, as proven to be construed at granular level in intelligent multi-agent system. Since there was a gap between the unconfirmed reality of the GUSC processes in online platform and the construed GUSC processes at intelligent software level, this study significantly contributes to the closure of this gap with its results and findings. It is discovered that PKM model does exist in online learning environment, with the right mapping of the online activities to the GUSC processes.
{"title":"Analysis on Online Learning Environment using Process Mining Technique for Personal Knowledge Management Mapping","authors":"S. Ismail, Faes Tumin","doi":"10.1109/ICRIIS48246.2019.9073269","DOIUrl":"https://doi.org/10.1109/ICRIIS48246.2019.9073269","url":null,"abstract":"As proven in recent research on personal knowledge management (PKM) processes in online learning environment, this study took the initiative to prove that these processes happen in the said platform by reducing the biasness in respondents’ feedbacks. This paper proposes the usage of process mining technique to discover the PKM model in real online learning platform, by analysing the event logs data retrieved from two-semester duration of academic calendar. The focus of this paper is on how the online activities being mapped to the PKM processes, in which the GUSC Model has been used as the appropriate model to represent PKM. GUSC Model is based on the common processes of get knowledge, understand knowledge, share knowledge and connect to knowledge source, as proven to be construed at granular level in intelligent multi-agent system. Since there was a gap between the unconfirmed reality of the GUSC processes in online platform and the construed GUSC processes at intelligent software level, this study significantly contributes to the closure of this gap with its results and findings. It is discovered that PKM model does exist in online learning environment, with the right mapping of the online activities to the GUSC processes.","PeriodicalId":294556,"journal":{"name":"2019 6th International Conference on Research and Innovation in Information Systems (ICRIIS)","volume":"3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121554678","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-01DOI: 10.1109/ICRIIS48246.2019.9073279
Thamaratul Izzah Azman, Noraini Che Pa, R. Nor, Y. Y. Jusoh
Longer software lifecycle is important to ensure its ability to provide on-going function and services. However, software relevancy and importance may reduce once its performance and quality degrades through inevitable ageing progress. Even though software ageing is inevitable, the progress of ageing in software could be slowed down and delayed. To achieve this, we may need to determine and understand the causes contributing to this phenomenon. Little attention had been paid to address software ageing from software engineering perspective, ageing caused by failures to modify the software or from the results of software changes. Hence, this motivate the study to determine the risks of performing software changes that influence software ageing occurrences and propose a method to tackle software ageing from software engineering perspective to reduce risks impact before it become apparent through risk mitigation. This paper discusses on the reliability and validity of instrument designed to conduct a study among software practitioners in order to gain insight on the risks of performing changes to software influencing software ageing and determine risk mitigation effect on the relationship between software ageing and anti software ageing. Preliminary study was conducted through content validity interview and pilot study. The results from pilot study conducted shows the items in the questionnaire has a good level of reliability to measure each variable in the model, hence the instrument can be used for further studies.
{"title":"Assessing the instrument reliability and validity of risk mitigation for anti software ageing model during software maintenance","authors":"Thamaratul Izzah Azman, Noraini Che Pa, R. Nor, Y. Y. Jusoh","doi":"10.1109/ICRIIS48246.2019.9073279","DOIUrl":"https://doi.org/10.1109/ICRIIS48246.2019.9073279","url":null,"abstract":"Longer software lifecycle is important to ensure its ability to provide on-going function and services. However, software relevancy and importance may reduce once its performance and quality degrades through inevitable ageing progress. Even though software ageing is inevitable, the progress of ageing in software could be slowed down and delayed. To achieve this, we may need to determine and understand the causes contributing to this phenomenon. Little attention had been paid to address software ageing from software engineering perspective, ageing caused by failures to modify the software or from the results of software changes. Hence, this motivate the study to determine the risks of performing software changes that influence software ageing occurrences and propose a method to tackle software ageing from software engineering perspective to reduce risks impact before it become apparent through risk mitigation. This paper discusses on the reliability and validity of instrument designed to conduct a study among software practitioners in order to gain insight on the risks of performing changes to software influencing software ageing and determine risk mitigation effect on the relationship between software ageing and anti software ageing. Preliminary study was conducted through content validity interview and pilot study. The results from pilot study conducted shows the items in the questionnaire has a good level of reliability to measure each variable in the model, hence the instrument can be used for further studies.","PeriodicalId":294556,"journal":{"name":"2019 6th International Conference on Research and Innovation in Information Systems (ICRIIS)","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134062069","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-01DOI: 10.1109/ICRIIS48246.2019.9073671
Ahmad Najmi Amer Haider Nuar, M. Z. A. Rozan
Computational thinking is an essential skill that allows humans to solve a complex problem that later on can be understood by computers and humans. Abstraction and automation are the core of computational thinking. Therefore, CT is the key skill in Industry 4.0. However, in Malaysia's manufacturing, only 50 percent of SMEs deploy automation. Automation can make the company more efficient, more accurate and decrease human error. CT was built based on 4 basic pillars which are abstraction, decomposition, algorithm and pattern recognition. These pillars will encourage automation, efficiency, and innovation. Moreover, one of the benefits of CT for nonprogrammer is the formulated problem can be passed on to information-processing agents such as third-party companies or freelancers who can create the solution. In this paper, we review the benefits of computational thinking in entrepreneurship in the context of Industry 4.0.
{"title":"Benefits of Computational Thinking in Entrepreneurship","authors":"Ahmad Najmi Amer Haider Nuar, M. Z. A. Rozan","doi":"10.1109/ICRIIS48246.2019.9073671","DOIUrl":"https://doi.org/10.1109/ICRIIS48246.2019.9073671","url":null,"abstract":"Computational thinking is an essential skill that allows humans to solve a complex problem that later on can be understood by computers and humans. Abstraction and automation are the core of computational thinking. Therefore, CT is the key skill in Industry 4.0. However, in Malaysia's manufacturing, only 50 percent of SMEs deploy automation. Automation can make the company more efficient, more accurate and decrease human error. CT was built based on 4 basic pillars which are abstraction, decomposition, algorithm and pattern recognition. These pillars will encourage automation, efficiency, and innovation. Moreover, one of the benefits of CT for nonprogrammer is the formulated problem can be passed on to information-processing agents such as third-party companies or freelancers who can create the solution. In this paper, we review the benefits of computational thinking in entrepreneurship in the context of Industry 4.0.","PeriodicalId":294556,"journal":{"name":"2019 6th International Conference on Research and Innovation in Information Systems (ICRIIS)","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130961800","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-01DOI: 10.1109/ICRIIS48246.2019.9073640
Noor Zalina Zainal, H. Hussin, Noorlizawati Abd Rahim, Mior Nasir Mior Nazri, M. Suhaimi
Sharing data by the government with citizens will lead to a more transparent and trustworthy government. Open Government Data (OGD) has been initiated by many governments worldwide aiming to publicly and freely share government data via online. In a similar effort, the government of Malaysia has launched an OGD portal in 2014 and currently more than 12,000 data sets are available for citizens and businesses to access. However, there is a concern on the level of usage of these datasets. Additionally, there is lack of empirical studies done to understand this issue. The purpose of this study is to fill this gap. Based on a questionnaire survey method, data was collected from Malaysian researchers and academicians to understand their use of OGD. Despite a rather small sample of 62 responses, the findings shed light on the access and purposes of using OGD in the Malaysia context.
{"title":"Open Government Data Use by Malaysian Researchers. Some empirical evidence","authors":"Noor Zalina Zainal, H. Hussin, Noorlizawati Abd Rahim, Mior Nasir Mior Nazri, M. Suhaimi","doi":"10.1109/ICRIIS48246.2019.9073640","DOIUrl":"https://doi.org/10.1109/ICRIIS48246.2019.9073640","url":null,"abstract":"Sharing data by the government with citizens will lead to a more transparent and trustworthy government. Open Government Data (OGD) has been initiated by many governments worldwide aiming to publicly and freely share government data via online. In a similar effort, the government of Malaysia has launched an OGD portal in 2014 and currently more than 12,000 data sets are available for citizens and businesses to access. However, there is a concern on the level of usage of these datasets. Additionally, there is lack of empirical studies done to understand this issue. The purpose of this study is to fill this gap. Based on a questionnaire survey method, data was collected from Malaysian researchers and academicians to understand their use of OGD. Despite a rather small sample of 62 responses, the findings shed light on the access and purposes of using OGD in the Malaysia context.","PeriodicalId":294556,"journal":{"name":"2019 6th International Conference on Research and Innovation in Information Systems (ICRIIS)","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133849584","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-01DOI: 10.1109/ICRIIS48246.2019.9073677
M. Bahari, Tiara Izrinda Jafni, S. Miskon, W. Ismail
Telerehabilitation or known as TeleRehab offers better cost-effectiveness in healthcare service delivery over distance for patients with disabilities. Most of the TeleRehab studies focused on its benefits, applications, and methods in delivering services. However, there is still a limited number of studies discussing the significance of success/failure factors that influence the healthcare personnel for TeleRehab. The identification of these factors that affect TeleRehab may avert project failure. A systematic review was conducted from five digital databases including ScienceDirect, Scopus, IEEE, Springer, and PubMed. The manual type of searching also conducted. There are 1283 of total potential papers were identified. 735 papers have gone through the inclusive and exclusive criteria, and quality assessment process which leaves 12 papers for further review. The result shows that there are three success factors and nine failure factors that can be considered as important. The success factors include satisfaction and willingness, cost/ financial benefits, and e-healthcare knowledge. The failure factors include resistance to change, lack of knowledge, financial limitation, lack of awareness, less use of hardware and software, lack of skill optimizing, connectivity issues, less involvement in planning, and less of training. This review provides a synthesis of the literature of success/failure factors among healthcare personnel for TeleRehab.
{"title":"A Review of Success/Failure Factors Influencing Healthcare Personnel for Telerehabilitation","authors":"M. Bahari, Tiara Izrinda Jafni, S. Miskon, W. Ismail","doi":"10.1109/ICRIIS48246.2019.9073677","DOIUrl":"https://doi.org/10.1109/ICRIIS48246.2019.9073677","url":null,"abstract":"Telerehabilitation or known as TeleRehab offers better cost-effectiveness in healthcare service delivery over distance for patients with disabilities. Most of the TeleRehab studies focused on its benefits, applications, and methods in delivering services. However, there is still a limited number of studies discussing the significance of success/failure factors that influence the healthcare personnel for TeleRehab. The identification of these factors that affect TeleRehab may avert project failure. A systematic review was conducted from five digital databases including ScienceDirect, Scopus, IEEE, Springer, and PubMed. The manual type of searching also conducted. There are 1283 of total potential papers were identified. 735 papers have gone through the inclusive and exclusive criteria, and quality assessment process which leaves 12 papers for further review. The result shows that there are three success factors and nine failure factors that can be considered as important. The success factors include satisfaction and willingness, cost/ financial benefits, and e-healthcare knowledge. The failure factors include resistance to change, lack of knowledge, financial limitation, lack of awareness, less use of hardware and software, lack of skill optimizing, connectivity issues, less involvement in planning, and less of training. This review provides a synthesis of the literature of success/failure factors among healthcare personnel for TeleRehab.","PeriodicalId":294556,"journal":{"name":"2019 6th International Conference on Research and Innovation in Information Systems (ICRIIS)","volume":"45 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114619362","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-01DOI: 10.1109/ICRIIS48246.2019.9073669
Wan Ain Zubaidah Wan Chek Jafery, M. S. S. Omar, Noor Azurati Ahmad, Hafizah Ithnin
Industry 4.0 is on the horizon. Therefore, it is crucial to analyze the patterns and trends of intellectual property (IP) information to determine the readiness of stakeholders to adapt to the changing industrial evolution. Patent bibliography documents consist of structured and unstructured data, so text mining or machine learning must be employed for the data analysis. This paper established a patent trend by analyzing the patent data of Intellectual Property Corporations of Malaysia (MyIPO) to identify the institution’s readiness to face the fourth industrial revolution. To achieve this aim, a patent classification method was used to classify MyIPO patent data based on the pillars of Industry 4.0. Furthermore, the patents data were drawn from MyIPO Online Search and Filing System was used as the datasets in this study. However, the dataset consists of the title of the patent and the publication year only. Since short text data in the title has fewer semantic information and high sparseness, this issue was a challenge for this study. In this paper, five common classifiers were used for text classification. Support Vector Machine (SVM) was proven to be the machine learning classifier with the highest accuracy in classifying the training and testing datasets. The findings of this paper present the patent trend for each pillar of Industry 4.0 including the patents related to Industry 4.0 where Autonomous Robot is the pillar with the highest innovation.
{"title":"Classification of Patents according to Industry 4.0 Pillars using Machine Learning Algorithms","authors":"Wan Ain Zubaidah Wan Chek Jafery, M. S. S. Omar, Noor Azurati Ahmad, Hafizah Ithnin","doi":"10.1109/ICRIIS48246.2019.9073669","DOIUrl":"https://doi.org/10.1109/ICRIIS48246.2019.9073669","url":null,"abstract":"Industry 4.0 is on the horizon. Therefore, it is crucial to analyze the patterns and trends of intellectual property (IP) information to determine the readiness of stakeholders to adapt to the changing industrial evolution. Patent bibliography documents consist of structured and unstructured data, so text mining or machine learning must be employed for the data analysis. This paper established a patent trend by analyzing the patent data of Intellectual Property Corporations of Malaysia (MyIPO) to identify the institution’s readiness to face the fourth industrial revolution. To achieve this aim, a patent classification method was used to classify MyIPO patent data based on the pillars of Industry 4.0. Furthermore, the patents data were drawn from MyIPO Online Search and Filing System was used as the datasets in this study. However, the dataset consists of the title of the patent and the publication year only. Since short text data in the title has fewer semantic information and high sparseness, this issue was a challenge for this study. In this paper, five common classifiers were used for text classification. Support Vector Machine (SVM) was proven to be the machine learning classifier with the highest accuracy in classifying the training and testing datasets. The findings of this paper present the patent trend for each pillar of Industry 4.0 including the patents related to Industry 4.0 where Autonomous Robot is the pillar with the highest innovation.","PeriodicalId":294556,"journal":{"name":"2019 6th International Conference on Research and Innovation in Information Systems (ICRIIS)","volume":"29 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125754131","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-12-01DOI: 10.1109/ICRIIS48246.2019.9073658
N. Mustafa, Lew Sook Ling, S. F. A. Razak
Research demonstrates that the success of a service provider does not rely solely on sales volume but also in retaining existing customers. This research aims to propose a conceptual framework for improving customer satisfaction and thus facilitate service providers in retaining existing customers, specifically in the telecommunication industry in Malaysia. The Malaysian telecommunication and broadband industry is continuing growing each year and the demand for a better service and customer experience is increasing. All providers fight against each other to provide competitive packages with a good pricing plan. There are about 87% Internet users and 118% broadband penetration rate in Malaysia. It is not only good pricing plan that should be offered, it is crucial to know how to maintain the existing subscriber and to gain more trust among customers for increasing new subscribers. The main goal is to create better understanding of customer buying habits, good interaction (reactions or responses to something/helpful returned information) given during customer service and good experience during subscribing the product or services. A cloud-based customer support solution will be designed based on the proposed framework in order to offer a high quality service which satisfies customers in the said industry. Hence, this research focuses customer loyalty and retention marketing. Focus group study will be conducted to identify key determinants which influence customer satisfaction, followed by a survey and statistical analysis in order to determine the relationship between customer satisfaction (effect), existing services and customer experience (cause). The participants for this research will be obtained from one of the leading and largest broadband service provider in Malaysia – Telekom Malaysia (TM (M)) Berhad. As an empirical study, data of customer feedback about faulty restoration will be obtained from Voice of Customer (VOC) using questionnaire from a conducted survey. By providing a cloud-based customer support solution, it is believed that the customer satisfaction level will be lifted and negative feedback will be reduced.
研究表明，服务提供商的成功不仅仅取决于销售量，还取决于保留现有客户。本研究旨在提出一个概念框架，以提高客户满意度，从而促进服务提供商在保留现有客户，特别是在马来西亚的电信行业。马来西亚的电信和宽带行业每年都在持续增长，对更好的服务和客户体验的需求也在增加。所有的供应商都在相互竞争，以提供具有竞争力的套餐和良好的定价计划。马来西亚约有87%的互联网用户和118%的宽带普及率。不仅要提供好的定价方案，更重要的是要知道如何保持现有的用户，并获得更多的客户信任，以增加新的用户。主要目标是更好地理解客户的购买习惯，在客户服务过程中给予良好的互动(对某事的反应或回应/有用的返回信息)，以及在订阅产品或服务过程中的良好体验。将根据提议的框架设计基于云的客户支持解决方案，以提供满足上述行业客户的高质量服务。因此，本研究的重点是客户忠诚度和保留营销。将进行焦点小组研究，以确定影响客户满意度的关键决定因素，随后进行调查和统计分析，以确定客户满意度(效果)，现有服务和客户体验(原因)之间的关系。本研究的参与者将来自马来西亚领先和最大的宽带服务提供商之一-马来西亚电信(TM (M)) Berhad。作为实证研究，我们将采用问卷调查的方式，从客户之声(Voice of customer, VOC)中获取客户对故障修复的反馈数据。通过提供基于云的客户支持解决方案，相信将提高客户满意度，减少负面反馈。
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