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Articles 61 - 90 of 192

Full-Text Articles in Human Factors Psychology

Empirical Evaluation Of A Novel Spatial Disorientation Induction Strategy, Michaela Cathlin Satter May 2023

Empirical Evaluation Of A Novel Spatial Disorientation Induction Strategy, Michaela Cathlin Satter

Theses and Dissertations

It is estimated that spatial disorientation-related accidents account for roughly 33% of all aviation mishaps with a 90% fatality rate (Gibb et al., 2011). Research meant to establish common practices and standardization of spatial disorientation (SD) training is needed to work toward decreasing this staggering statistic. The current study investigated the viability of a novel SD Induction Strategy that combined rotation about the vertical axis, visual cue input from a wireless virtual reality (VR) head mounted display (HMD) flight environment, and tactile input from a wireless joystick controller. To assess this combination’s effectiveness, Bank situation awareness (SA) and Pitch SA, …


The Examination Of Factors That Influence Trust In A Multi-Agent Team Context, Cherrise Ficke May 2023

The Examination Of Factors That Influence Trust In A Multi-Agent Team Context, Cherrise Ficke

Theses and Dissertations

Current dyadic teams in the human-agent teams literature demonstrates that Propensity to Trust in Technology (PTT), previous experience with an agent, levels of autonomy (LOA), workload, and mission performance affect trust and mission performance to some capacity. However, the purpose of this study was to expand this line of research by examining how these factors influence trust and mission performance in a multi unmanned aerial vehicle (UAV) context. To investigate the relationship between these factors and trust, an archival study was conducted using data from a previously-conducted, multi-UAV study. The previous study utilized a within-subjects repeated measures design in which …


A Comparison Of Nonverbal And Paraverbal Behaviors In Simulated And Virtual Patient Encounters, Sarah Powers, Mark W. Scerbo, Matthew Pacailler, Macy Kisiel, Baillie Hirst, Ginger S. Watson, Lauren Hamel, Fred Kron Apr 2023

A Comparison Of Nonverbal And Paraverbal Behaviors In Simulated And Virtual Patient Encounters, Sarah Powers, Mark W. Scerbo, Matthew Pacailler, Macy Kisiel, Baillie Hirst, Ginger S. Watson, Lauren Hamel, Fred Kron

Modeling, Simulation and Visualization Student Capstone Conference

The present study assessed whether trainees display similar nonverbal and paraverbal behaviors when interacting with a simulated (SP) and virtual patient (VP). Sixty second slices of time following four interactions were rated for the presence and frequency of three nonverbal and paraverbal behaviors. Results revealed that students exhibited fewer behaviors in the VP interaction, possibly due to differences social inhibition or fidelity between the two formats.


Small Unmanned Aircraft Systems: Operator Workload And Situation Awareness Utilizing First Person View Techniques, Ross Lucas Stephenson Jr Apr 2023

Small Unmanned Aircraft Systems: Operator Workload And Situation Awareness Utilizing First Person View Techniques, Ross Lucas Stephenson Jr

Doctoral Dissertations and Master's Theses

The small, unmanned aircraft systems (sUAS) sector within the aviation industry is experiencing unprecedented growth. However, the regulatory guidance for the safe integration of sUAS into the National Airspace System (NAS) has not kept pace with this technological growth within the market. Current regulatory limitations of line-of-sight operations may have an impact on the establishment of an equivalent level of safety for sUAS operations as maintained by manned aircraft. The focal point of the discussion of line-of-sight operations has been the ability of the sUAS pilot to see and avoid all obstacles and other aircraft in a safe and timely …


Language As A Factor In Aviation Accidents And Serious Incidents: A Handbook For Accident Investigators Ed. 3, Elizabeth Mathews, Joan Carson, Anthony Brickhouse, Enrique Valdes Apr 2023

Language As A Factor In Aviation Accidents And Serious Incidents: A Handbook For Accident Investigators Ed. 3, Elizabeth Mathews, Joan Carson, Anthony Brickhouse, Enrique Valdes

Handbooks

In an increasingly multicultural and multilingual aviation industry, it is important that accident investigators understand the complex role of language in maintaining safe operations. This Handbook supports investigators to systematically identify language factors in aviation accidents and serious incidents.


Chatgpt As Metamorphosis Designer For The Future Of Artificial Intelligence (Ai): A Conceptual Investigation, Amarjit Kumar Singh (Library Assistant), Dr. Pankaj Mathur (Deputy Librarian) Mar 2023

Chatgpt As Metamorphosis Designer For The Future Of Artificial Intelligence (Ai): A Conceptual Investigation, Amarjit Kumar Singh (Library Assistant), Dr. Pankaj Mathur (Deputy Librarian)

Library Philosophy and Practice (e-journal)

Abstract

Purpose: The purpose of this research paper is to explore ChatGPT’s potential as an innovative designer tool for the future development of artificial intelligence. Specifically, this conceptual investigation aims to analyze ChatGPT’s capabilities as a tool for designing and developing near about human intelligent systems for futuristic used and developed in the field of Artificial Intelligence (AI). Also with the helps of this paper, researchers are analyzed the strengths and weaknesses of ChatGPT as a tool, and identify possible areas for improvement in its development and implementation. This investigation focused on the various features and functions of ChatGPT that …


Human Factors Training Implications For Urban Air Mobility Operations, Kendall Carmody, Bhoomin Chauhan, Maureen Namukasa, Vivek Sharma, Gervaughn Berkel, Yarisse Adorno, Meredith Carroll Jan 2023

Human Factors Training Implications For Urban Air Mobility Operations, Kendall Carmody, Bhoomin Chauhan, Maureen Namukasa, Vivek Sharma, Gervaughn Berkel, Yarisse Adorno, Meredith Carroll

Aeronautics Faculty Publications

Advanced air mobility (AAM), of which urban air mobility (UAM) is a subset, signifies an exciting and advanced mode of air transportation that combines novel aircraft configurations with progressive levels of automation to offer convenient and efficient modes of air transportation (Mitchell et al., 2021). The design of these innovative aircraft will utilize advanced autonomous systems and are proposed to minimize pilot training requirements and scale operations (Mathur et al., 2019; Thipphavong, 2018). Further, the operational context of UAM will be characterized by low-altitude flights, single pilot operations, unique weather phenomena such as mechanical turbulence, and novel propulsion systems. Early …


Key Constructs, Measures, And Considerations For Human Factors Researchers In The Advanced Air Mobility Domain, Maureen Namukasa, Meredith Carroll, Bhoomin B. Chauhan, Vivek Sharma, Kendall Carmody, Donna Wilt Jan 2023

Key Constructs, Measures, And Considerations For Human Factors Researchers In The Advanced Air Mobility Domain, Maureen Namukasa, Meredith Carroll, Bhoomin B. Chauhan, Vivek Sharma, Kendall Carmody, Donna Wilt

Aeronautics Faculty Publications

The emergence of Advanced Air Mobility (AAM) has seen the design of new electric vertical takeoff and landing (eVTOL) aircraft that will be utilized to serve the AAM market and associated use cases. Before operations commence, aircraft manufacturers must obtain a government-issued type certificate proving that the new aircraft meets prescribed safety levels. Human factors is an important aspect of AAM certification as the proposed designs have significant changes to how pilots will interact with the aircraft. Published certification standards create an opportunity for human factors researchers to generate meaningful ties between the research being conducted in their laboratories and …


The Evolution Of Ai On The Commercial Flight Deck: Finding Balance Between Efficiency And Safety While Maintaining The Integrity Of Operator Trust, Mark Miller, Sam Holley, Leila Halawi Jan 2023

The Evolution Of Ai On The Commercial Flight Deck: Finding Balance Between Efficiency And Safety While Maintaining The Integrity Of Operator Trust, Mark Miller, Sam Holley, Leila Halawi

Publications

As artificial intelligence (AI) seeks to improve modern society, the commercial aviation industry offers a significant opportunity. Although many parts of commercial aviation including maintenance, the ramp, and air traffic control show promise to integrate AI, the highly computerized digital flight deck (DFD) could be challenging. The researchers seek to understand what role AI could provide going forward by assessing AI evolution on the commercial flight deck over the past 50 years. A modified SHELL diagram is used to complete a Human Factors (HF) analysis of the early use for AI on the commercial flight deck through introduction of the …


Factors Affecting Passengers’ Acceptance Of Single Pilot Operations: A Qualitative Study Conducted In Greece, Panagiotis Kioulepoglou, Ilias Makris Jan 2023

Factors Affecting Passengers’ Acceptance Of Single Pilot Operations: A Qualitative Study Conducted In Greece, Panagiotis Kioulepoglou, Ilias Makris

International Journal of Aviation, Aeronautics, and Aerospace

Single Pilot Operations (SPO) have drawn significant attention during the last years, as a result of the increased dual flight crew expenses, and as a remedy to the impending pilot shortage which is estimated to manifest itself in the following years. The main objective of this study was to explore the factors that influence the Greek passengers’ acceptance of SPO. To that end, 12 semi-structured interviews were conducted and analyzed through Thematic Analysis by combining both a priori and inductive coding procedures.

Qualitative findings of this process revealed seven factors influencing passengers’ intention to accept and fly with a SPO …


Investigating Collaborative Explainable Ai (Cxai)/Social Forum As An Explainable Ai (Xai) Method In Autonomous Driving (Ad), Tauseef Ibne Mamun Jan 2023

Investigating Collaborative Explainable Ai (Cxai)/Social Forum As An Explainable Ai (Xai) Method In Autonomous Driving (Ad), Tauseef Ibne Mamun

Dissertations, Master's Theses and Master's Reports

Explainable AI (XAI) systems primarily focus on algorithms, integrating additional information into AI decisions and classifications to enhance user or developer comprehension of the system's behavior. These systems often incorporate untested concepts of explainability, lacking grounding in the cognitive and educational psychology literature (S. T. Mueller et al., 2021). Consequently, their effectiveness may be limited, as they may address problems that real users don't encounter or provide information that users do not seek.

In contrast, an alternative approach called Collaborative XAI (CXAI), as proposed by S. Mueller et al (2021), emphasizes generating explanations without relying solely on algorithms. CXAI centers …


Directional Speaker Poster, Eugene Ng, Bryan Wong, Ruhaan Das Jan 2023

Directional Speaker Poster, Eugene Ng, Bryan Wong, Ruhaan Das

Student Works

Changi Airport is set to expand with a new terminal, Terminal 5. Currently, many of the airport's processes are manual, requiring a high dependence on staff. This proposal aims to incorporate automation and AI for a smoother passenger experience.


Integrated Dynamic Airline Route And Schedule Optimization, Bayan Begaliyeva Jan 2023

Integrated Dynamic Airline Route And Schedule Optimization, Bayan Begaliyeva

Student Works

By harnessing real-time and historical data in conjunction with advanced AI technologies, this project revolutionizes route and schedule planning, leading to enhanced efficiency, cost reduction, and an improved passenger experience.


Flying Blind: Exploring The Visual Cues Used By Helicopter Pilots In Degraded Visual Environments, Brandon Dreslin, Molly C. Mersinger, Shivani Patel, Alex Chaparro Jan 2023

Flying Blind: Exploring The Visual Cues Used By Helicopter Pilots In Degraded Visual Environments, Brandon Dreslin, Molly C. Mersinger, Shivani Patel, Alex Chaparro

Publications

Helicopter pilots rely on visual cues from the environment and instrument displays during critical phases of flight – particularly final approach and landing – to safely land. However, the specific visual cues pilots rely on and how they integrate those cues to make anticipatory inceptor inputs or corrections are not well understood. Importantly, those cues may be degraded under nighttime and brownout/whiteout conditions where the downwash of a helicopter’s rotors cause loose dirt/snow to be projected into the air, resulting in the obfuscation of the pilot’s vision outside the aircraft. The lack of visual cues in these conditions means that …


Validated Question Bank For Assessing Pilot Knowledge Of Aviation Weather Appendix: Weather Product Interpretation Questions, Robert Thomas, Cassandra Dommingo, John Kleber, Jackie Mcsorely, Amber Cole, Thomas Guinn, Elizabeth Blickensderfer Aug 2022

Validated Question Bank For Assessing Pilot Knowledge Of Aviation Weather Appendix: Weather Product Interpretation Questions, Robert Thomas, Cassandra Dommingo, John Kleber, Jackie Mcsorely, Amber Cole, Thomas Guinn, Elizabeth Blickensderfer

General Aviation Weather Display Interpretation

This appendix supplements the Thomas et al. (2022) paper titled “Validated Question Bank for Assessing Pilot Knowledge of Aviation Weather ” which validates a set of weather product interpretation questions that can be used to measure a pilot’s understanding of weather. The assessment consists of 15 weather product interpretation topics which can be administered as a single 65-question survey or, as in the Thomas et al. (2022) study, two assessments of 33 and 32 questions each separated by topic. The set of 65 questions can be found in this appendix along with a table which demonstrates how to separate the …


Investigating Drivers’ Knowledge And Experience With The Anti-Lock Braking System (Abs) Which Led To The Development And Evaluation Of An Emergency Braking Training Exercise Using A Driving Simulator With Haptic Pedal Feedback, Lauren Mims Aug 2022

Investigating Drivers’ Knowledge And Experience With The Anti-Lock Braking System (Abs) Which Led To The Development And Evaluation Of An Emergency Braking Training Exercise Using A Driving Simulator With Haptic Pedal Feedback, Lauren Mims

All Dissertations

The purpose of this dissertation was to explore the extent to which drivers do or do not have knowledge of and experience with the anti-lock braking system (ABS) and then to explore the development and evaluation of a driving simulator task specifically designed to address emergency braking with haptic brake pedal feedback. The anti-lock braking system (ABS) was created to help drivers in emergency braking situations by preventing skidding and loss of control due to locked wheels. Vehicles with conventional (pre-ABS) brakes required the driver to “pump” the brake pedal, or to rapidly press and release the brake pedal, during …


Enter The Battleverse: China's Metaverse War, Josh Baughman May 2022

Enter The Battleverse: China's Metaverse War, Josh Baughman

Military Cyber Affairs

No abstract provided.


Comparing Training Effects Of Virtual Reality Flight Simulation To Conventional Pc-Based Flight Simulation, Tianxin Zhang May 2022

Comparing Training Effects Of Virtual Reality Flight Simulation To Conventional Pc-Based Flight Simulation, Tianxin Zhang

Doctoral Dissertations and Master's Theses

The purpose of the current project was to investigate the effect of utilizing Virtual Reality (VR) technologies for flight training by comparing the training results when using conventional desktop flight simulation versus VR flight simulation. Additionally, this project examined the user experience of VR flight simulation and how users’ motivation and satisfaction with VR simulations. This research employed a quasi-transfer of training experiment including 48 participants. Analyses indicated that VR group participants performed better in the post-training maneuver performance on an FTD than in the conventional desktop simulation group. Findings also supported that VR flight simulation could provide a better …


Designing Respectful Tech: What Is Your Relationship With Technology?, Noreen Y. Whysel Feb 2022

Designing Respectful Tech: What Is Your Relationship With Technology?, Noreen Y. Whysel

Publications and Research

According to research at the Me2B Alliance, people feel they have a relationship with technology. It’s emotional. It’s embodied. And it’s very personal. We are studying digital relationships to answer questions like “Do people have a relationship with technology?” “What does that relationship feel like?” And “Do people understand the commitments that they are making when they explore, enter into and dissolve these relationships?” There are parallels between messy human relationships and the kinds of relationships that people develop with technology. As with human relationships, we move through states of discovery, commitment and breakup with digital applications as well. Technology …


Resilience Attributes Of Certificated Flight Instructors, David Cross, Kristine Kiernan Jan 2022

Resilience Attributes Of Certificated Flight Instructors, David Cross, Kristine Kiernan

Publications

The aviation industry has extensive vocabulary, data sources, and theoretical models to investigate human errors. However, the industry does not have commensurate ways to think about and analyze human success. Learning from successful routine operations is challenging because the corresponding common language and data streams are less robust. This paper explores the use of the critical incident debrief method to collect data on routine resilient performance among Certificated Flight Instructors (CFI). CFI thoughts and behaviors were coded in accordance with resilience theory. The critical incident debrief method is a valuable source of data for exploring resilient performance as it provides …


Assessing Unstabilized Approaches: A Phenomenology Study Of The Risk Perceptions And Decision-Making Thought Process Of Collegiate Aviation Pilots, Shlok Misra, Jorge L.D Albelo, Victor Fraticelli Rivera Jan 2022

Assessing Unstabilized Approaches: A Phenomenology Study Of The Risk Perceptions And Decision-Making Thought Process Of Collegiate Aviation Pilots, Shlok Misra, Jorge L.D Albelo, Victor Fraticelli Rivera

Journal of Aviation Technology and Engineering

The Federal Aviation Administration emphasized the need to focus on and develop human factors training as early as 1993 in official Human Factors Policy Order 9550.8. The purpose of this study was to conduct a detailed qualitative phenomenological analysis of the risk perceptions and decision-making model of collegiate aviation pilots for unstabilized approaches. The study focused on understanding how collegiate aviation pilots perceive unstable approaches, the risk associated with unstable approaches, and the factors that trigger pilots to execute a go-around. The International Air Transportation Association warns that continuing an unstabilized approach can lead to runway excursions, hard landings causing …


Assessing Unstabilized Approaches: A Phenomenology Study Of The Risk Perceptions And Decision-Making Thought Process Of General Aviation Pilots., Shlok Misra, Jorge L. D. Albelo Ph.D., Victor Fraticelli Rivera Jan 2022

Assessing Unstabilized Approaches: A Phenomenology Study Of The Risk Perceptions And Decision-Making Thought Process Of General Aviation Pilots., Shlok Misra, Jorge L. D. Albelo Ph.D., Victor Fraticelli Rivera

Publications

The Federal Aviation Administration emphasized the need to focus on and develop human factors training as early as 1993 in official Human Factors Policy Order 9550.8. The purpose of this study was to conduct a detailed qualitative phenomenological analysis of the risk perceptions and decision-making model of collegiate aviation pilots for unstabilized approaches. The study focused on understanding how collegiate aviation pilots perceive unstable approaches, the risk associated with unstable approaches, and the factors that trigger pilots to execute a go-around. The International Air Transportation Association warns that continuing an unstabilized approach can lead to runway excursions, hard landings causing …


Influencing Iot Device User Privacy Behaviors: An Empirical Study, Maria Chaparro Osman, Tricia Prior, Summer Rebensky, Andrew Nakushian, Meredith Carroll Jan 2022

Influencing Iot Device User Privacy Behaviors: An Empirical Study, Maria Chaparro Osman, Tricia Prior, Summer Rebensky, Andrew Nakushian, Meredith Carroll

Aeronautics Faculty Publications

The prevalence of Internet of Things (IoT) devices is increasing in both volume and variety (Fagan, Megas, Scarfone, & Smith, 2019). Therefore, ensuring users take appropriate measures to protect their privacy is important to guarantee their safety expectations are met. Unfortunately, device users are generally unaware of how devices work and therefore how to properly set up their device’s privacy features (Olmstead & Smith, 2017). The present study evaluated two interventions designed to address these needs. First, in an attempt to increase access and understanding of the terms and conditions by users, a Terms and Conditions Guru was designed that …


Me And My Ve 2022: Human Factors Applications Using Virtual Reality, Mixed Reality, And Virtual Environments, Randall Spain, Shannon K. T. Bailey, Benjamin Goldberg, Robert Sall, Kendall Carmody, Cherrise Ficke, Allison Bayro, Heejin Jeong, Jihoon Kim, W. Hong Yeo, Rosemarie Figueroa-Jacinto, Zachary Pugh, Chris Mayhorn, Aaron Gluck, Sarah Beadle, Amanda Bond Jan 2022

Me And My Ve 2022: Human Factors Applications Using Virtual Reality, Mixed Reality, And Virtual Environments, Randall Spain, Shannon K. T. Bailey, Benjamin Goldberg, Robert Sall, Kendall Carmody, Cherrise Ficke, Allison Bayro, Heejin Jeong, Jihoon Kim, W. Hong Yeo, Rosemarie Figueroa-Jacinto, Zachary Pugh, Chris Mayhorn, Aaron Gluck, Sarah Beadle, Amanda Bond

Aeronautics Student Publications

This abstract is a companion piece to the ninth iteration of the “Me and My VE'' interactive session. The purpose of this alternative format session is to allow human factors researchers to demonstrate how they use virtual reality, mixed reality, and virtual environments to support end-user research. The session begins with each presenter providing a brief introduction of their virtual reality, mixed reality, or virtual environment application. After this introduction, attendees engage with the presenters and their virtual environments in an interactive demonstration period. This year’s demonstrations include applications ranging from designing virtual environments for accessibility to using virtual and …


Editorial: Assuring Trustworthiness Of Autonomous Systems As Intelligent And Ethical Teammates, Siddhartha Bhattacharyya, Meredith Carroll Jan 2022

Editorial: Assuring Trustworthiness Of Autonomous Systems As Intelligent And Ethical Teammates, Siddhartha Bhattacharyya, Meredith Carroll

Aeronautics Faculty Publications

Editorial on the Research Topic Assuring trustworthiness of autonomous systems as intelligent and ethical teammates


Human Ergonomic Simulation To Support The Design Of An Exoskeleton For Lashing/De-Lashing Operations Of Containers Cargo, Francesco Longo, Antonio Padovano, Vittorio Solina, Virginia D' Augusta, Stefan Venzl, Roberto Calbi, Michele Bartuni, Ornella Anastasi, Rafael Diaz Jan 2022

Human Ergonomic Simulation To Support The Design Of An Exoskeleton For Lashing/De-Lashing Operations Of Containers Cargo, Francesco Longo, Antonio Padovano, Vittorio Solina, Virginia D' Augusta, Stefan Venzl, Roberto Calbi, Michele Bartuni, Ornella Anastasi, Rafael Diaz

VMASC Publications

Lashing and de-lashing operations of containers cargo on board containerships are considered as quite strenuous activities in which operators are required to work continuously over a 6 or 8 hours shift with very limited break. This is mostly because containerships need to leave the port as soon as possible and containers loading and unloading operations must be executed with very high productivity (stay moored in a port is a totally unproductive time for a ship and a loss-making business for a shipping company). Operators performing lashing and de-lashing operations are subjected to intense ergonomic stress and uncomfortable working postures. To …


Investigation Of Pilots' Visual Entropy And Eye Fixations For Simulated Flights Consisted Of Multiple Take-Offs And Landings, Salem M. Naeeri, Ziho Kang, Ricardo Palma Fraga Jan 2022

Investigation Of Pilots' Visual Entropy And Eye Fixations For Simulated Flights Consisted Of Multiple Take-Offs And Landings, Salem M. Naeeri, Ziho Kang, Ricardo Palma Fraga

Journal of Aviation/Aerospace Education & Research

Eye movement characteristics might provide insights on pilots' mental fatigue during prolonged flight. The visual entropy, eye fixation numbers, and eye fixation durations of ten novice pilots and ten expert pilots were analyzed for a four-hour simulated flight task consisting of four consecutive flight legs. Each flight leg lasted approximately one hour and contained five flight phases: takeoff, climb, cruise, descend, and landing. The pilots maneuvered the simulated B-52 aircraft following instrument flight rules (IFR) in a moderate-fidelity Microsoft Flight Simulator environment. Our results indicate that experts’ eye movement characteristics were significantly different from those of novices. In detail, novices' …


Transdisciplinarity In Experience Design: A Global Survey Of Higher Ed Programs In Exd/Xd, Yvonne Houy Jan 2022

Transdisciplinarity In Experience Design: A Global Survey Of Higher Ed Programs In Exd/Xd, Yvonne Houy

Creative Collaborations

In our age of ubiquitous devices and digital media it is the perceived value of the end-to-end experience that brings people to a place. Designing inspiring and emotionally engaging end-to-end experiences requires experts in a wide range of disciplines committed to an interdisciplinary collaboration that can arrive at transdisciplinary design - the sum becomes greater than its parts.

Civil engineering, hospitality, business, psychology, digital User Experience (UX) design, and experience data analysis need to be seamless integrated with the fine and performing arts and design fields:

  • Architecture, interior, landscape and sound design actively engage the senses.

  • Graphic and fine arts …


Fatigue In Aircraft Maintenance Technician Schools, Natalie Zimmermann, Peng Hao Wang, Keegan Pullen Jan 2022

Fatigue In Aircraft Maintenance Technician Schools, Natalie Zimmermann, Peng Hao Wang, Keegan Pullen

International Journal of Aviation, Aeronautics, and Aerospace

Fatigue has long been identified as a human factor in aviation. Subsequently, a series of studies have highlighted fatigue-related elements within the context of the aviation industry, focusing on the flight deck – with some extension to flight students – and aviation maintenance activities. However, the latter has not been as deeply examined as its flight crew-centered counterpart. Similarly – if not more significantly – fatigue experienced by aircraft maintenance technician (AMT) students is scarcely explored, especially in comparison to the research conducted to understand fatigue in flight schools. AMT students are subject to comparable, but not the same, experiences …


Artificial Intelligence (Ai): The New Look Of Customer Service In A Cybersecurity World, Sharon L. Burton Jan 2022

Artificial Intelligence (Ai): The New Look Of Customer Service In A Cybersecurity World, Sharon L. Burton

Publications

Cybersecurity leaders are not adequately developed to guide the re-engineering of quality customer service (QCS) workflows, designed with automation and AI, that interrelate with people through customers’ perceptions. Realizing re-engineering processes should be a team effort with well-versed leadership and stakeholders guiding the successful design through a follow-up process. Leaders must shape compelling and straightforward needs to learn and teach employees and chat boxes indispensable customer service skills demonstrating patience, self-discipline, flexibility, and resourcefulness in communication with irritated customers or difficult circumstances. Whether the analysis, design, development, and implementation struggles are vacuums in cybersecurity knowledge, skill, and abilities or a …