CREATING A NEW SERVICE ON THE WEB

Abstract

Service functions are major component of every industry. The evolution of service functions have seen manually intensive tasks being replaced by a combination of mental and interactive tasks. As a part of this transformation, we have seen an increasing dependency on the high technology, actually information technology, mostly with computer-communications and the web. This high technology will finally replace the service functions by a combination of knowledge intensive, interactive and customer's individual tasks in the future. However, these knowledge intensive, interactive and customer's individual service functions could be enjoyable for the restricted person, due to the difficulties of the man (customers)-machine (PCs, web-server machines) interface and also the service providers are not able to obtain much more customer's individual and abstruse information for providing the customer's individual services, due to the customers' privacy problem. In this paper we focus on of knowledge intensive, interactive and customer's individual services in the future. We emphasize the importance of developing the mechanism of humanization for making these services enjoyable for anyone and the personalization for enjoyable the more individual services, and show some examples for these mechanisms in which humanization is realized by humanoid robots and personalization is realized by customers' privacy preserving scheme. We present a feedback system including the mechanism for humanization and personalization. By performing this feedback system, anyone who is not familiar to machines, can interact with machines like human-beings and can poll or report even though privacy related information anonymously to service providers. By periodically performing this feedback system, the customers' knowledge, information, suggestions and ideas can could be accumulated and the service providers could provide more individual services to customers, Once humanization and personalization mechanism are developed, by performing our feedback systems, we enhance customers' convenience and reduce the incidence of operation errors and thereby improve their productivity and quality of their life.