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BT Innovation & Design Géry Ducatel, Botond Virginas

Searching Solutions for the Mobile Workforce Collaborative Information Management for Mobile Workers. BT Innovation & Design Géry Ducatel, Botond Virginas. Content. Context of what we are doing History Current solutions Outlook. Information Management for Mobile Workers.

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BT Innovation & Design Géry Ducatel, Botond Virginas

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  1. Searching Solutions for the Mobile WorkforceCollaborative Information Management for Mobile Workers BT Innovation & Design Géry Ducatel, Botond Virginas

  2. Content • Context of what we are doing • History • Current solutions • Outlook

  3. Information Management for Mobile Workers • Field engineers rely on mobile applications to • call colleagues/back-office • keep customers informed • access online documents • consult maps • report progress • Bill customers • submit timesheets, drivers’ log, etc • Lack of application support drives performance down • Poor visibility on job history • no guidance • portal information not contextualised • job reports unexploited for sharing expert knowledge • poor data quality hampers analytics • hard to check/enforce schedule adherence • out-of-sync scheduler generates sub-optimal tours

  4. History • Search Engine for User Manuals/Technical content • Based on lucene • Segment pages into smaller chunks • Good quality results • Personalised term association • Query suggestion engine • Developed to support user forums • Collaborative approach to Information Management • xMobile trial 2007 - 09 2009 2009 - 11

  5. Component Layers Web Interface Search engine Information Transformation Layer Content Analysis Modules Query Modeling/Editor Augmented Query suggestions Semantic Analysis Ontology Natural Language Reference DB Technical Health and Safety Index

  6. I can not get my BT Hub Phone 1010 to register to the BT Hub <SENTENCE> <NO_MEANING>I</NO_MEANING> <NO_MEANING>can</NO_MEANING> <NO_MEANING>not</NO_MEANING> <VERB><RAW_VERB>get</RAW_VERB><BASE_FORM>get</BASE_FORM></NOUN> <NO_MEANING>my</NO_MEANING> <PRODUCT><PROPER_NOUN>BT Hub Phone 1010</PROPER_NOUN></PRODUCT> <NO_MEANING>to</NO_MEANING> <VERB><RAW_VERB>register</RAW_VERB><BASE_FORM>register</BASE_FORM></VERB> <NO_MEANING>to</NO_MEANING> <NO_MEANING>the</NO_MEANING> <PRODUCT><PROPER_NOUN>BT hub</PROPER_NOUN></PRODUCT> </SENTENCE> Query analysis: Strong verbs: get, register Strong nouns: Products: BT Hub Phone 1010, BT Hub Figure 3

  7. Computer representation: Query Building Engine Query: I can not get my BT Hub Phone 1010 to register to the BT Hub 1010 phone registration telephone installation 1015 phone router ring Home hub payphone connection Vision fax security Consumables billing Indexed content

  8. xMobile

  9. xMobile Unique Selling Points What it does Improve information flow across the BT field force Exploit Web2.0 social communication tools in field-engineering: Support information sharing Speed-up information capture Support access to existing data Anticipate future mobility platforms such as smart phones, tablets etc. How it does it A Wiki-based tool to support Openreach field engineers with context sensitive information capture and delivery. Provides tagged task-reports and geo-coded notes. Map view allows location sensitive information delivery. Exploit current field information sources. • Anticipated Benefits • Reduce data overload and information gaps. • Fewer requests to legacy sources and calls to back-office. • Improvements in RFT, and CT.

  10. xMobile Overview BT OR / THIRD PARTY CONTEXT / CONTENT SERVICES Expected end time? PRESENTATION APPLICATION LOGIC Fault diagnosis? Core func. BT OR DBs INT. DBs • Query suggestion • Entity Analysis Job history? Where's the team? Take a photo Wifi hotspots? Experts to talk to? Best docs to read? CP product to recomm. Reroute my calls xMobile

  11. xMobile

  12. Wiki Interface for Laptops (web based) Job Description Search eAssistant Search H&S Job History

  13. Search Documentation Query Suggestions Search technical info or H&S

  14. Conclusions • Re-focus on Information retrieval • Looking for vertical applications • Search, and present, information • Multimodal interaction • Intuitive and creative interfaces (smaller devices) • Closer monitoring of job execution • Information about job progress • Contextual information • Communication opportunities • Stronger IT presence with mobile workers • Job standardisation • More complex business processes

  15. Future Work • Focus on Management of Knowledge • Capture information • Share Information • Integrate knowledge • How to respond to rapid changes of the data • How to extract relevant information • Entity Analysis • Removing duplication • How to identify documentation gaps • Add new documentation • Remove obsolete content

  16. Thank you

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