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Full-Text Articles in Physical Sciences and Mathematics
Measuring Data Collection Diligence For Community Healthcare, Galawala Ramesha Samurdhi Karunasena, M. S. Ambiya, Arunesh Sinha, R. Nagar, S. Dalal, Abdullah. H., D. Thakkar, D. Narayanan, M. Tambe
Measuring Data Collection Diligence For Community Healthcare, Galawala Ramesha Samurdhi Karunasena, M. S. Ambiya, Arunesh Sinha, R. Nagar, S. Dalal, Abdullah. H., D. Thakkar, D. Narayanan, M. Tambe
Research Collection School Of Computing and Information Systems
Data analytics has tremendous potential to provide targeted benefit in low-resource communities, however the availability of highquality public health data is a significant challenge in developing countries primarily due to non-diligent data collection by community health workers (CHWs). Our use of the word non-diligence here is to emphasize that poor data collection is often not a deliberate action by CHW but arises due to a myriad of factors, sometime beyond the control of the CHW. In this work, we define and test a data collection diligence score. This challenging unlabeled data problem is handled by building upon domain expert’s guidance …
The Value Of Humanization In Customer Service, Yang Gao, Huaxia Rui, Shujing Sun
The Value Of Humanization In Customer Service, Yang Gao, Huaxia Rui, Shujing Sun
Research Collection School Of Computing and Information Systems
As algorithm-based agents become increasingly capable of handling customer service queries, customers are often uncertain whether they are served by humans or algorithms, and managers are left to question the value of human agents once the technology matures. The current paper studies this question by quantifying the impact of customers' enhanced perception of being served by human agents on customer service interactions. Our identification strategy hinges on the abrupt implementation by Southwest Airlines of a signature policy, which requires the inclusion of an agent's first name in responses on Twitter, thereby making the agent more humanized in the eyes of …