Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Using human language technology to support the handling officers at the Swedish Social Insurance Agency
KTH, School of Information and Communication Technology (ICT), Computer and Systems Sciences, DSV.
KTH, School of Computer Science and Communication (CSC), Numerical Analysis and Computer Science, NADA.
KTH, School of Information and Communication Technology (ICT), Computer and Systems Sciences, DSV.
2009 (English)In: Design and Evaluation of e-Government Applications and Services: Proceedings of the 2nd International Workshop on Design and Evaluation of e-Government Applications and Services (DEGAS'2009) in conjunction with INTERACT'2009, Uppsala, Sweden, August 24th 2009., 2009, 30-32 p.Conference paper, Published paper (Refereed)
Abstract [en]

The Swedish Social Insurance Agency, (Försäkringskassan) receives 40 000 per month as well as phone calls from the citizens that are handled by almost 500 handling officers. To initiate the process to make their work more efficient we carried out two user-centered design workshops with the handling officers at Försäkringskassan with the objective of finding in what ways human language technology might facilitate their work. One of the outcomes from the workshops was that the handling officers required a support tool for handling and answering e-mails from their customers. Three main requirements were identified namely to find the correct template to be used in the e-mail answers, a support to automatically create templates and finally an automatic e-mail answering function. We will during two years focus on these design challenges within the IMAIL-project.

Place, publisher, year, edition, pages
2009. 30-32 p.
Series
CEUR Workshop Proceedings, ISSN 1613-0073 ; 492
Keyword [en]
Automatic answering, Human language technology, Swedish, User centered design
National Category
Language Technology (Computational Linguistics)
Identifiers
URN: urn:nbn:se:kth:diva-151976Scopus ID: 2-s2.0-84887434022OAI: oai:DiVA.org:kth-151976DiVA: diva2:749437
Conference
2nd International Workshop on Design and Evaluation of e-Government Applications and Services, DEGAS 2009 - In Conjunction with INTERACT 2009, 24 August 2009 through 24 August 2009, Upsala, Sweden
Note

QC 20140924

Available from: 2014-09-24 Created: 2014-09-23 Last updated: 2014-09-24Bibliographically approved

Open Access in DiVA

No full text

Scopus

Search in DiVA

By author/editor
Dalianis, HerculesKnutsson, OlaCerratto Pargman, Teresa
By organisation
Computer and Systems Sciences, DSVNumerical Analysis and Computer Science, NADA
Language Technology (Computational Linguistics)

Search outside of DiVA

GoogleGoogle Scholar

urn-nbn

Altmetric score

urn-nbn
Total: 21 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf