Publications

THE SCIENCE OF WORK INTAKE: PROCESS OPTIMIZATION AND HUMAN-COMPUTER INTERACTION METHODOLOGIES IN CALL CENTER ENVIRONMENTS

Sreedhar Srinivasan
EPRA International Journal of Multidisciplinary Research (IJMR) 10 (3)
Article DOI:https://doi.org/10.36713/epra15937

Abstract: This scholarly article explores the challenges associated with call center work intake and emphasizes the importance of adopting a process- oriented approach coupled with Human-Computer Interaction (HCI) principles. The act of representatives selectively choosing cases based on personal preferences can lead to complications and delays, impacting overall efficiency. The article recommends cross-training representatives and implementing guided workflows, leveraging HCI to ensure a balanced workload distribution. Modern digital solutions, including AI-driven guidance, are proposed to optimize case resolution following a first-in-first-out approach in the work queue. Addressing concerns like unintentional case reprocessing and source-issue resolution enhances process accountability and reduces audit risks. Striking the right balance between business priorities, user convenience, and HCI is crucial for effective work intake in call centers.

Keywords: Call center work intake, Cherry-picking, Process-oriented approach, Cross-training representatives, User productivity monitoring, AI-driven guidance, Human-Computer Interaction (HCI).

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A MULTIFACETED EXPLORATION OF MEMORY ASSESSMENT IN HEALTHCARE: UNVEILING THE SYNERGY OF HUMAN-COMPUTER INTERACTION AND COGNITIVE PSYCHOLOGY

Abstract: In contemporary society, where dynamic challenges abound, memory issues traverse generational boundaries, impacting individuals across diverse age groups, especially those undergoing medical treatments or grappling with cognitive disorders. This comprehensive research introduces a revolutionary approach to evaluating short-term memory capacity, seamlessly integrating methodologies from Human- Computer Interaction (HCI) and Cognitive Psychology. Our study delves into the intricate dynamics of cognitive loading on memory recall, utilizing N-Back cognitive tasks, and introduces gamification elements. This multifaceted approach endeavors to redefine memory assessment, offering a more engaging, comprehensive, and personalized paradigm.

Keywords: Short-Term Memory, Memory Recall, Cognitive Tasks, N-Back Tasks, Memory Function and Performance, Cognitive Loading, Cognitive Assessment, Gamification in Memory Assessment, Conversational UI, Human-Computer Interaction

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INTEGRATING CONSCIOUSNESS: ANCIENT PHILOSOPHIES AND THE FUTURE OF HUMAN-MACHINE INTERACTION

Abstract: This scholarly article delves into the profound teachings of ancient Hindu scriptures, primarily the Vedas and the Bhagavad Gita, and explores their relevance in inspiring design and technology in the contemporary era. Focusing on the intersection of spirituality and technology, we draw parallels between ancient spiritual technologies, such as Vimānas, and their modern counterparts, such as drones and airplanes. Furthermore, the article investigates the burgeoning field of Artificial Intelligence (AI), Machine Learning, and Machine Consciousness, contemplating how ancient philosophies can guide the ethical development of intelligent machines. The discussion extends to the potential emergence of hybrid artificial consciousness, combining human and machine intelligence.

Keywords: Vedas, Bhagavad Gita, Ancient Wisdom, Consciousness, Spiritual Technologies, Human-Machine Interaction, Artificial Intelligence, Machine Learning, Hybrid Consciousness, Ethical Technology, Vimānas, Modern Innovations, Humanoids, User Experience, Activity Theory, Problem-Solving, Dopamine, Ancient Philosophy,Technological Ethics

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UNIFYING ENTERPRISE USER EXPERIENCE: PEGA COSMOS AND ENTERPRISE SUBSTANCES INTEGRATION

Abstract: Pega, renowned for its low-code platform, introduces an innovative approach to transform enterprise user experiences. This article delves into the integration of Pega Cosmos and Enterprise Substances, offering insights into the Center-Out methodology and its impact onscalability. This paradigm shift toward a unified user experience not only addresses challenges in traditional enterprise applications but also aligns with sustainability goals.

Keywords: Pega Cosmos, Software Ecosystem, Enterprise Substances, Low-code platform, Center-Out methodology, Unified user experience, Theme Cosmos, Constellation (Cosmos React), UI architecture, Inheritance and packaging rules, Sustainability in application development, Green skilling, Carbon footprint reduction, User interface consistency, Enterprise application development, User experience design, Reusable UI elements, Development efficiency, Legacy UI architectures, Application branding, and Green technology in IT