Experience Management Group



Department of Service Enablement The Experience Management (XPM) group researches the capture, representation, analysis, sharing, and presentation of experience in a particular situation or problem solving context. We are interested in the digital representation of experiences of individuals and the aggregation of experiences across social networks to dynamically identify best practices and experts. We are working on the underlying representations and algorithms to support XPM, as well as applying XPM to a wide variety of applications including help desks, contact centers, eChronicles of individuals and organizations, intelligence analysis, and situational awareness.


Contact Centers and Knowledge Management

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Help 2.0

Help 2.0 project enables rapid problem resolution and enhanced experience for end users. As part of this effort we are pursuing the following directions:

1. An end user enabling unified help portal with enhanced chat, knowledge search, and self-help functionalities.
2. Special focus on introducing web-chat as an alternate channel for help in IBM help centers.
3. Enable agents with real-time knowledge authoring, collaboration, and automated search/response tools for populating the portal and responding to user with most relevant information.

Exploratory Research

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 ECASSIST

The EC/ASSIST project is developing clear, intuitive ways of representing the experiences of small-unit urban ground patrols so that other people can quickly grasp the relevant essences of those experiences and take timely effective actions. With continued development, this technology has the potential to save lives in places like Iraq, where user-focused technologies will enable operators to share timely representations of a very dynamic and complex environment. In addition to Stability, Security, Transition and Reconstruction (SSTR) operations like Iraq and Afghanistan, the EC/ASSIST project has the potential to expedite emergency services and save lives in Humanitarian and Disaster Relief (HaDR) like the Indian Ocean Tsunami.

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 Services 2.0

Services 2.0 is an new service model founded on an end-to-end approach to service life-cycle management. As a part of this initiative, research is developing core concepts and a services information model that will fundamentally transform the way IGS performs customer engagement and service delivery. These core concepts and the information model will be used to address two specific problems: (1) service design, planning and configuration, and (2) service operations & decision support, with an aim to significantly improve service quality, efficiency and profitability. In 2006, the Services 2.0 initiative has designed and built three core components: services information hub that brings together metadata and data across the service lifecycle, a service configurator to support the front-end of the service lifecycle in solution design and delivery planning, and a service operations support system to monitor and track the steady-state service delivery operations. These three components will be integrated in an end-to-end platform and demonstrated using a simple service lifecycle scenario. In 2007, these components and the end-to-end platform will be validated in the field using customer pilots to demonstrate key business value to IBM's services business (GBS and GTS).


PAST PROJECTS

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 Everywhere Interactive Displays

The Everywhere Displays project aims to develop systems that allow the transformation of every surface in a space into a projected "touch screen". We are developing a prototype where we combine a LCD projector, a pan/tilt head or mirror, and a camera. The pant/itl head or mirror is used to steer the image of the projector to surfaces, walls, or the floor of a room. We process the projected image to compensate for the perspective distortion. We employ a pan/tilt video camera to detect hand/body activity on the projected area, so people can interact with the projected image by simply touching the surface.




Last updated 8 Nov 2007