THE HUMANIZATION, PERSONALIZATION ANDAUTHENTICATION ISSUES IN THE DESIGN OFINTERACTIVE SERVICE SYSTEM

摘要

The evolution and dominance of service functions in addition to their distinguishing features hasrnbeen the subject of study for years. Service functions aim to satisfy and facilitate the needs of theirrncustomers. In doing so, service providers design the service functions so that the customers feelrncomfortable and convenient when using them. The evolution of technology and automation hasrnenabled functions like knowledge-intensive man-machine interactions to be flexible and userrnfriendly. In this paper, we discuss a wide range of interconnected topics, emphasizing the multifacetedrnnature of service functions. These areas include the evolution of service functions and theirrnassociated systems and products, as well as the consequent creation of implicit requirements, therntechnology transfer process, and the error proneness due to intense and prolonged interaction. Wernargue that by proper ‘humanization and personalization’ the service-based interactive systems canrnbe made easy for the customer to use and enjoy personalized services. We conclude that byrnintroducing transparent feedback mechanisms, the quality of service and its associated systems canrnbe automatically monitored and their functions can be continuously improved. We also note thatrnsuch feedback mechanisms must guarantee the preservation of the customers’ privacy.