Human-Computer Interaction (HCI) is a multi-disciplinary enterprise, drawing from the human sciences, computational sciences and engineering, and information technologies. The Center for HCI (CHCI) at Virginia Tech is a university-wide research center that addresses both the facilitation and the foundational understanding of human interaction with and through technology. The CHCI excels in cross-disciplinary research on interactive computing that extends into the everyday life of individuals, groups, and societies. The CHCI fosters research excellence through funding programs, shared resources, and forums for idea exchange.
The paper titled "Towards Crowd-based Customer Service: A Mixed-Initiative Tool for Managing Q&A Sites" with co-authors Tiziano Piccardi (Xerox Research Center Europe), Gregorio Convertino (Informatica Corporation, US), Massimo Zancanaro (FBK, Italy), Cedric Archambeau (Amazon Inc., Germany) was the result of an interdisciplinary project Ji Wang participated at during his internship at Xerox Research in France, last Summer.
Abstract: In this paper, we propose a mixed-initiative approach to integrate a Q&A site based on a crowd of volunteers with a standard operator-based help desk, ensuring quality of customer service. Q&A sites have emerged as an efficient way to address questions in various domains by leveraging crowd knowledge. However, they lack sufficient reliability to be the sole basis of customer service applications. We built a proof-of-concept mixed-initiative tool that helps a crowd-manager to decide if a question will get a satisfactory and timely answer by the crowd or if it should be redirected to a dedicated operator. A user experiment found that our tool reduced the participants' cognitive load and improved their performance, in terms of their precision and recall. In particular, those with higher performance benefited more than those with lower performance.
The Center for Human-Computer Interaction (CHCI) invites you to attend a special event celebrating its new affiliation with the Institute for Creativity, Arts, and Technology (ICAT) and the Institute for Critical Technol ...
Learn more about the research of the Institute for Creativity, Arts, and Technology (ICAT) and meet the faculty and students who are crossing traditional discipline boundaries to develop new possibilities for exploration ...
CHCI faculty member Chris North, professor of computer science, received the 2014 College of Engineering Dean's Award for Excellence in Research for his work on visual analytics and information visualization. Congratula ...
Presenter: Prof. Chris North
Abstract: Join us as we hear from Chris North, professor in the Department of Computer Science and Center for Human Computer Interaction. He will be discussing the new technology, Perceptive Pixel, which Virginia Tech received as a gift from Microsoft Research.
These units support HD display, multi-touch interaction, and pen-based interaction. What new types of interactive applications might these devices enable? How could they be used to improve interactivity in data analytics, perhaps via sketching, bi-manual multi-finger data manipulation, or collaboration? How could such devices fit into an "ecology" of diverse types of interactive devices? How can software be designed to support development of such interactions?
Bio: Dr. Chris North is an Associate Professor of Computer Science at Virginia Tech. He leads the Information Visualization research group in the Center for Human-Computer Interaction, and directs the GigaPixel Display Laboratory, one of the most advanced display and interaction facilities in the world. He also participates in the Discovery Analytics Center and the Hume Center for National Security, and is a member of the DHS supported VACCINE Visual Analytics Center of Excellence. He was awarded Faculty Fellow of the College of Engineering at Virginia Tech in 2007. He earned his Ph.D. at the University of Maryland, College Park, in 2000.