A Knowledge-based Framework for Developing Smart Interfaces for Smart Service Systems

Abstract

Nowadays, smart service systems are value-cocreating configurationsof people, technologies, organisations, and information that are capable of independent learning, adaptation, and decision-making. They are propelled by unprecedented advancements in connectivity, sensors, data storage, computation,and artificial intelligence. One of the key challenges faced by those systems ishow to provide smart interfaces, which can assist business users with limitedknowledge in business analytics in gaining business insights from business data.For this reason, this paper proposes a knowledge-based framework for developing smart interfaces for smart service systems, which will assist business users inexploring business data to gain business insights and subsequently make betterbusiness decisions to promote value co-creation. A prototype with simulationdata has been developed and presented as a running example to illustrate how theproposed framework can be applied to create an effective smart interface for atypical smart service system: a customer intelligence system.