RTSA 2012 - First International Workshop on Real-Time Service Analytics (RTSA)

With the movement of software service and cloud, real-time intelligence has already become one critical, non-replaceable corner-stone in service selection, quality service provisioning, and business related decision making. The deployment of Internet/Web of Things and social network further enhances its potentials because continuously monitored behavioral data from both the social and physical world can feed into the intelligence computation or decision making engine in the cyber world for more comprehensive business reasoning and accurate customer behavior prediction. In service intelligence research, one great challenge is the quantification of human experience, satisfaction and perceived values from services and how these can be related to the run-time behavior of both machines and people.
The phase ¡°service intelligence¡± actually has two meanings. The first one is the ¡°intelligence required for services¡± ¨C how to come up with intelligence needed in service- and business-related decision making processes. This includes human-service quality of experience model, customer-centric intelligence computation algorithms, and decision support models for service operations and business activities. The second one is the ¡°intelligence-as-a-service¡± ¨C how to actually deploy third party intelligence-as-a-services in the cloud and support their composition with software-as-a-services so that better composite services can be provided to users and in-depth understanding of user experience can be fed back to service providers for in-time future quality improvement.
This workshop aims at bringing researchers, practitioners and vendors together to discuss and share ideas and experiences in service analytics. It fosters novel models, theories, methodologies, and system design and implementation to realize real-time service analytics for better service operations, delivery, and business decision making. A special focus will be on the experience of actual systems deployment in vertical domains such as e-learning, remote e-healthcare, online commerce, and social network.