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Implementation of A Client-Inquiry Quality of Service in A Constraint-Based System

This document discusses the implementation of a client inquiry quality of service system for the Computer Professional Registration Council of Nigeria using a constraint-based approach. It involved gathering data from 13 actors including existing full members, intending members, and staff. The aims are to create an automated response system using a question bank and FAQ-based engine with a chatbot to efficiently match users' inquiries. The design includes the actors, data processing, and a verifiable cloud test output. The contributions are noted as easy documentation, reduced time spent on inquiries, and reduced errors through real-time engagement with prospects.

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110 views8 pages

Implementation of A Client-Inquiry Quality of Service in A Constraint-Based System

This document discusses the implementation of a client inquiry quality of service system for the Computer Professional Registration Council of Nigeria using a constraint-based approach. It involved gathering data from 13 actors including existing full members, intending members, and staff. The aims are to create an automated response system using a question bank and FAQ-based engine with a chatbot to efficiently match users' inquiries. The design includes the actors, data processing, and a verifiable cloud test output. The contributions are noted as easy documentation, reduced time spent on inquiries, and reduced errors through real-time engagement with prospects.

Uploaded by

virgin
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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IMPLEMENTATION OF A

CLIENT-INQUIRY
QUALITY OF SERVICE IN
A CONSTRAINT-BASED
SYSTEM
CPE 3 PRESENTATION
(case studies and Interview) (A case Study of CPN)
REG NO: 13093 BY

EXAM NO: 2019/10/000292


HARUNA, ISMAIL ORIYOMI
005754/2019
ABSTRACT
It is predictable to say, that client inquiry in CPN will continue to grow beyond traditional inquiry practices and self-service applications and technologies
will play a key role in bringing about a seamless communication between prospective members, clients, members, customer-facing staffs and core back-
office staffs, since major similar professional regulatory bodies are already keying into the use of Information technology for communication to achieve
digital transformation, more and more technology will continually be incorporated into the professional regulatory industry; traditionally, customer-facing
staffs of computing regulatory body faces simple but man-made herculean task; mainly in the area of inquiries (voice calls, chats, email etc) about
products and services (exams, membership, events, payments, websites navigation etc), which aside the fact that affirmative convincing result is lacking,
repetition of same inquiry response to millions is inevitable, this leads to non-response to inquiries after reaching a maximum of four for the day, which is
significantly causing a tremendous loss of win-win scenario and value addition to the professional regulatory body, unfortunately, only the customer-
facing staffs are saddled with the responsibilities to perform this mundane, tiring, repetitive and non-interesting daily tasks. But, with an FAQ-based
engine and ChatBot that can detect, analyze, process, classify and return an efficient non-human dependent answers irrespective of number of users
considering its cloud nature.

Data gathering and processing: Actors used in the project work end to end:
3 existing full members (Fellow of Nigeria Computer Society was duly consulted for review and input)
5 existing full member (Member of Nigeria Computer Society was duly consulted for review and input)
3 Staffs of CPN inclusive of client-facing staffs was duly closely worked with end-to-end. (no IT Personnel assignment feedback for integration)
2 intending CPN members was duly consulted during the project.

Total Actors consulted: 13 Actors duly consulted and inputs well acknowledge, however integration will be appreciated through CPN IT unit.
Aims and Objectives
The aim of this project is to implement an inquiry-related service delivery system from text
documents, simple text calculations in order to fully automated responses for Computer
Professional Registration Council of Nigeria (CPN)
 
The objectives of the project are to;

1. Conceptualize a question databank for the storage and retrieval of automated answers to
queries, so as to ensure effective and efficient matching of users’ inquiries with authorized
access privileges.

2. Design a comprehensive frequently asked question that covers all areas of the regulatory
bodies’ mandates to help solve inquiry processing time and save human error and
exhaustion.

3. Implement an FAQ-based engine and ChatBot for text classification and analysis towards
adequate prediction of appropriate answers using multinomial naïve bayes algorithm.
Design of the work
VERIFIABLE CLOUD TEST OUTPUT
VERIFIABLE CLOUD BACKEND OUTPUT
CONTRIBUTION TO KNOWLEDGE
 Easy documentation
 Eliminate loss of client-inquiry records
 Reduction of time spent during client-inquiry
interaction.
 Reduces the numbers of errors made during
client-inquiry communication.
 Monitor website visitors in real time
 Answer unconventional chat from mobile
devices as appropriate
 Engage Prospects with more than sufficient
solutions to his inquiry
 Possibility of providing stop-gap engagement
with prospects
THANKS SENIOR
PROFESSIONAL COLLEAGUE(S)

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