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User Modelling as an Aid for Human Web Johan Aberg and Nahid Shahmehri

Summary: User Modelling as an Aid for Human Web
Johan Aberg and Nahid Shahmehri
Department of Computer and Information Science
Link¨oping University, S-581 83 Link¨oping, Sweden
E-mail: {johab,nahsh}@ida.liu.se
Phone, Fax: +46-13-281465, +46-13-282666
Abstract. This paper explores how user modelling can work as an aid
for human assistants in a user support system for web sites. Information
about the user can facilitate for the assistant the tailoring of the con-
sultation to the individual needs of the user. Such information can be
represented and structured in a user model made available for the assis-
tant. A user modelling approach has been implemented and deployed in
a real web environment as part of a user support system. Following the
deployment we have analysed consultation dialogue logs and answers to
a questionnaire for participating assistants. The initial results show that
assistants consider user modelling to be helpful and that consultation
dialogues can be an important source for user model data collection.
1 Introduction
Previous research and recent commercial developments have highlighted the im-


Source: Aberg, Johan - Department of Computer and Information Science, Linköpings Universitet


Collections: Computer Technologies and Information Sciences