The humanization, personalization and authentication issues in the design of interactive service system

摘要

The evolution and dominance of service functions in addition to their distinguishing features has been the subject of study for years. Service functions aim to satisfy and facilitate the needs of their customers. In doing so, service providers design the service functions so that the customers feel comfortable and convenient when using them. The evolution of technology and automation has enabled functions like knowledge-intensive man-machine interactions to be flexible and user friendly. In this paper, we discuss a wide range of interconnected topics, emphasizing the multi-faceted nature of service functions. These areas include the evolution of service functions and their associated systems and products, as well as the consequent creation of implicit requirements, the technology transfer process, and the error proneness due to intense and prolonged interaction. We argue that by proper 'humanization and personalization' the service-based interactive systems can be made easy for the customer to use and enjoy personalized services. We conclude that by introducing transparent feedback mechanisms, the quality of service and its associated systems can be automatically monitored and their functions can be continuously improved. We also note that such feedback mechanisms must guarantee the preservation of the customers' privacy.