nach oben

Information Systems and e-Business Management

Erschienen in:

01.03.2007 | Original Article

Knowledge representations for the interactive selling of financial services

verfasst von: Alexander Felfernig, Klaus Isak, Gerold Kreutler, Thomas Kruggel, Erich Teppan

Erschienen in: Information Systems and e-Business Management | Ausgabe 2/2007

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

Selling financial services requires deep knowledge about the product domain as well as about potential wishes and needs of customers. In the financial services domain (especially in the retail sector) sales representatives can differ greatly in their expertise and level of sales knowledge. Therefore financial service providers ask for tools effectively supporting sales representatives in the dialog with the customer. In this paper we present technologies which allow a flexible mapping of product, marketing and sales knowledge to the representation of a recommender knowledge-base thus providing an infrastructure for the interactive selling of financial services. Furthermore, we report experiences gained from financial service recommender development projects.

Vorheriger Artikel Enterprise, applications and services in the finance industry

Nächster Artikel Innovative order types as success factors in stock exchange competition

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 390 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Maschinenbau + Werkstoffe

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Parts of CWAdvisor have been implemented within the scope of the project Koba4MS (Knowledge-based Advisors for Marketing and Sales) which is funded by the Austrian Research Fund (FFG-808479).

See e.g. http://www.sun.java.com

Adomavicius G, Tuzhilin A (2005) Toward the next generation of recommender systems: a survey of the state-of-the-art and possible extensions. IEEE Trans Knowledge Data Eng 17(6):734–749CrossRef

Ardissono L, Felfernig A, Friedrich G, Jannach D, Petrone G, Schaefer R, Zanker M (2003) A framework for the development of personalized, distributed web-based configuration systems. AI Mag 24(3):93–108

ASIC – Australian Securities & Investments Commission (2003) Survey on the quality of financial planning advice, research report

Barker V, O’Connor D, Bachant J, Soloway E (1989) Expert systems for configuration at digital: XCON and beyond. Comm ACM 32(3):298–318CrossRef

Bergmann R, Traphoner R, Schmitt R, Cunningham P, Smyth B (2002) Knowledge-intensive product search and customisation in electronic commerce. E-business applications. Springer, Berlin Heidelberg New York, pp 89–103

Blecker T, Abdelkafi N, Kreutler G, Friedrich G (2004) An advisory system for customers’ objective needs elicitation in mass customization. In: Proceedings of the 4th workshop on information systems for mass customization (ISMC 2004) at the 4th international ICSC symposium on engineering of intelligent systems (EIS 2004), Funchal/Portugal, pp 10–17

Boehm A, Wild O (2003) Die Balanced Scorecard im Multikanalvertrieb von Banken. Banking Inform Technol 3(3):31–38

Burke R (2000) Knowledge-based recommender systems. Encyclopedia of Library & Information Systems 69(32)

Burke R (2002) Hybrid recommender systems: survey and experiments. User Model User Adapt Interact 4:331–370CrossRef

Burke R, Hammond K, Young B (1997) The FindMe approach to assisted browsing. IEEE Expert 12(4):32–40CrossRef

Chen T, Huang D (2004) Adaptive random testing by localization. In: 11^th Asia-Pacific software engineering conference (APSEC’04), pp 292–298

Dziarstek C, Farnschläder F, Gilleßen S, Süßmilch-Walther I, Winkler V (2004) A user-aware financial advisory system. Multikonferenz Wirtschaftsinformatik (MKWI) 2004. Universität Duisburg-Essen, Berlin, pp 217–229

Eckert-Niemeyer V (2000) Innovative Tools zur Realisierung der virtuellen Beratung. Banking Inform Technol 1(1):23–31

Edvardson J (1999) A survery on automatic test data generation. In: 2nd conference on computer science and engineering CCSSe’99

Edwards K, Pedersen J (2004) Product configuration systems—implications for product innovation and development, international conference on economic, technical and organisational aspects of product configuration systems, Kopenhagen, Denmark, pp 231–239

Eixelsberger W, Moedritscher G. Toschkov A, Waiguny M (2005) Multi-Channel-Strategien bei Retail Banken. Banking Inform Technol 6(4):37–48

EU (2002) Richtline 2002/92/EG des Europäischen Parlaments und des Rates vom 9. Dezember 2002 über Versicherungsvermittlung, Amtsblatt der Europäischen Gemeinschaften

Felfernig A (2005) Koba4MS: selling complex products and services using knowledge-based recommender technologies. In: 7th IEEE conference on e-commerce technology, München, Germany, pp 92–100

Felfernig A, Gula B (2006) An empirical study on consumer behavior in the interaction with knowledge-based recommender applications. In: IEEE joint conference on e-commerce technology (CEC’06) and enterprise computing, E-Commerce and E-Services (EEE’06), San Francisco, California (in press)

Felfernig A, Kiener A (2005) Knowledge-based interactive selling of financial services using FSAdvisor. In: 17th innovative applications of artificial intelligence conference (IAAI’05), Pittsburgh, Pennsylvania, vol 3. AAAI Press, pp 1475–1482

Felfernig A, Shchekotykhin K (2006) Debugging user interface descriptions of knowledge-based recommender applications. In: ACM conference on intelligent user interfaces, Sydney, Australia

Felfernig A, Friedrich G, Jannach D (2000) UML as domain specific language for the construction of knowledge-based configuration systems. IJSEKE 10(4):449–469

Felfernig A, Friedrich G, Jannach D, Stumptner M, Zanker M (2003) Configuration knowledge representations for Semantic Web applications. AIEDAM J 17:31–50CrossRef

Felfernig A, Friedrich G, Jannach D, Stumptner M (2004a) Consistency-based diagnosis of configuration knowledge bases. AI J 2(152):213–234

Felfernig A, Mehlau J, Wimmer A, Zanker M, Russ C (2004b) Konzepte zur flexiblen Konfiguration von Finanzdienstleistungen, Banking and Information Technology, Sonderheft zur Multi-Konferenz Wirtschaftsinformatik 2004 5(1):5–17

Felfernig A, Isak K, Kruggel T (2005) Testing knowledge-based recommender applications. OEGAI J (4):12–18

Fleischanderl G (2002) Suggestions from the software engineering practice for applying consistency-based diagnosis to configuration knowledge bases. In:13th International workshop on principles of diagnosis

Fleischanderl G, Friedrich G, Haselböck A, Schreiner H, Stumptner M (1998) Configuring large systems using generative constraint satisfaction. IEEE Intell Syst 13(4):59–68CrossRef

Forza C, Salvador F (2002) Managing for variety in the order acquisition and fulfillment process: the contribution of product configuration systems. Int J Production Econ 76:87–98CrossRef

Franke N, Piller F (2002) Configuration toolkits for mass customization: setting a research agenda, Working Paper no. 33 of the Department of General and Industrial Management, Technische Universität München, ISSN 0942–5098

Friedrich G (2004) Elimination of spurious explanations. In: 16th European conference on artificial intelligence (ECAI’04), Valencia, Spain, pp 813–817

Goodwill G (2002) Mastering JSP Custom Tags and Tag Libraries. Wiley, New York

Hand D, Mannila H, Smyth P (2001) Principles of data mining. MIT Press, Cambridge

Herlocker J, Konstan J, Terveen L, Riedl J (2004) Evaluating collaborative filtering recommender systems. ACM Trans Inform Syst 22(1):5–53CrossRef

Jannach D, Kreutler G (2004) Building on-line sales assistance systems with Advisor Suite. In: 16th international conference on software engineering & knowledge engineering (SEKE 2004), Alberta, Canada, pp 110–117

Jiang B, Wang W, Benbasat I (2005) Multimedia-based interactive advising technology for online consumer decision support. Commun ACM 48(9):93–98CrossRef

Kaehny F (2003) Praxisorientierte Erfolgsfaktoren bei der Einführung von Financial Planning. Banking Inform Technol 4(1):53–60

Kirani S, Zualkernan I, Tsai W (1994) Evaluation of expert system testing methods. Commun ACM 37(11):71–81CrossRef

Kolodner J (1993) Case-based reasoning. Morgan Kaufmann, San Francisco

Leist S, Winter R (1994) Konfiguration von Versicherungsleistungen. Wirtschaftsinformatik 36(1):45–56

Montaner M, Lopez B, De la Rose J (2003) A taxonomy of recommender agents on the Internet. Artif Intell Rev 19:285–330CrossRef

Papathanassiou E (2004) Mass customization: management approaches and internet opportunities in the financial sector in the UK. Int J Inform Manage 24:387–399CrossRef

Pazzani M (1999) A framework for collaborative, content-based and demographic filtering. Artif Intell Rev 13(5–6):393–408CrossRef

Preece A, Talbot S, Vignollet L (1997) Evaluation of verification tools for knowledge-based systems. Int J Human Comput Stud 47:629–658CrossRef

Reiter R (1987) A theory of diagnosis from first principles. Artif Intell 23(1):57–95CrossRef

Sarwar B, Karypis G, Konstan JA, Riedl JT (2001) Item based collaborative filtering recommendation algorithms. In: 10th international World Wide Web conference, pp 285–295

Schafer J, Konstan J, Riedl J (2000) Electronic commerce recommender applications. J Data Mining Knowledge Discov 5(1/2):115–152CrossRef

Shih Y, Liu D (2005) Hybrid recommendation approaches: collaborative filtering via valuable content information. In: 38th Hawaii international conference on system sciences (HICSS’05), Hawaii, pp 217b

Stolze M, Field S, Kleijer P (2000) Combining configuration and evaluation mechanisms to support to selection of modular insurance products. In: Proceedings of the 8th European conference on information systems, pp 858–865

Tartakovski A, Schaaf M, Bergmann R (2005) Retrieval and configuration of life insurance policies. ICCBR’05, pp 552–565

Terveen L, Hill W (2001) Beyond recommender systems: helping people help each other. HCI in the new millennium. Addison Wesley, Reading

Thompson C, Göker M, Langley P (2004) A personalized system for conversational recommendations. J Artif Intell Res 21:393–428

Tsang E (1993) Foundations of constraint satisfaction. Academic, London

vanNoord G, Gerdemann D (2001) Finite state transducers with predicates and identities. Grammars 4(3):263–286CrossRef

Vollrath I, Wilke W, Bergmann R (1998) Case-based reasoning support for online catalog sales. IEEE Internet Comput 2(4):47–54CrossRef

Titel: Knowledge representations for the interactive selling of financial services
verfasst von: Alexander Felfernig
Klaus Isak
Gerold Kreutler
Thomas Kruggel
Erich Teppan
Publikationsdatum: 01.03.2007
Verlag: Springer-Verlag
Erschienen in: Information Systems and e-Business Management / Ausgabe 2/2007
Print ISSN: 1617-9846
Elektronische ISSN: 1617-9854
DOI: https://doi.org/10.1007/s10257-006-0042-9

Springer Professional

Abstract

Bitte loggen Sie sich ein, um Zugang zu Ihrer Lizenz zu erhalten.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Technik"

Springer Professional "Wirtschaft"

Weitere Artikel der Ausgabe 2/2007

The myth of accelerating business processes through parallel job designs

A service-oriented architecture for financial business processes

Innovative order types as success factors in stock exchange competition

E-MEMO: a method to support the development of customized electronic commerce systems

Enterprise, applications and services in the finance industry

Premium Partner