Agent-assisted automation is a type of call center technology that automates elements of what the call center agent 1) does with his/her desktop tools and/or 2) says to customers during the call using pre-recorded audio. It is a relatively new category of call center technology that shows promise in improving call center productivity and compliance. == Types of agent-assisted automation == === Pre-recorded audio === Pre-recorded audio (sometimes referred to as soundboard (computer program) or as soundboard technology) is another form of agent-assisted automation. The purpose of using pre-recorded messages is to increase the probability (and in some cases error-proof the process so) that the right information is provided to customers at the right time. The required disclosures are pre-recorded to ensure accuracy and understandability. By integrating the recordings with the customer relationship management software, the right combination of disclosures can be played based on the combination of goods and services the customer purchased. The integration with the customer relationship management software also ensures that the order cannot be submitted until the disclosures are played, essentially error-proofing (poka-yoke) the process of ensuring the customer gets all the required consumer protection information. Phone surveys are ideal applications of this technology. Whether surveying market preferences or political views, the pre-recorded audio with an agent listening allows the questions to be asked in the same way every time, uninfluenced by the agents' fatigue levels, accents, or their own views. === Fraud prevention === Fraud prevention is a specialized type of agent-assisted automation focused on reducing ID theft and credit card fraud. ID theft and credit card fraud are huge threats for call centers and their customers and few good solutions exist, but new agent-assisted automation solutions are producing promising results. The technology allows the agents to remain on the phone while the customers use their phone key pads to enter the information. The tones are masked and the information passes directly into the customer relationship management system or payment gateway in the case of credit card transactions. The automation essentially makes it impossible for call center agents and also call center personnel that might be monitoring the calls to steal the credit card number, social security number, or other personally identifiable information. === Outbound telemarketing === Another specialized application space of agent-assisted automation is in outbound telemarketing, which goes under numerous headings including outbound prospecting, cold calling, solicitation, fund-raising, etc. Turnover is high among agents engaged in this kind of work because the task is tedious and emotionally difficult. It is tedious because the agent spends the bulk of their day, not talking to qualified leads, but in getting wrong numbers and answering machines. == Benefits == Just as automation has benefited manufacturing by reducing the mental and physical effort required of workers while simultaneously improving throughput, quality, and safety, agent-assisted automation is improving call center results while reducing the tiring aspects of the job for agents. In some cases, the agent-assisted automation streamlines the process and allows calls to be handled more quickly. By eliminating cutting and pasting from one application to another, by auto-navigating applications, and by providing a single view of the customer, agent-assisted automation can reduce call handle time and increase agent productivity. Second, in theory, the more steps that can be automated and the more logic that can be built into the call flow (e.g., if the customer buys items 2 and 9, then disclosures a, c, and f are read by the pre-recorded audio), then companies may be able to reduce the amount of training that is required of the agents while at the same time ensuring more consistency and accuracy. However, no published studies have reported this result yet. But an even larger problem in call centers is between-agent variation in behavior and results. Agents differ in the amount of training and coaching they receive, they differ in the amount of experience they have, their jobs are repetitious and tiring, and the process and procedures the agents are supposed to follow constantly change. Moreover, there are significant individual differences between agents in their intelligence, personality, motivations, etc. which all affect performance. Despite the large amount of money call centers have spent over decades trying to reduce between-agent variation, the problem is still so prevalent that one large study of customer interactions with call centers found that a customer's experience was completely a function of the quality of the agent who happened to answer the phone. Therefore, the most significant benefit of agent-assisted automation may prove to be in how the automation error-proofs or poka-yoke the process and ensures that something that needs to be done or said happens every time. Properly implemented, the between-agent variation for whatever step of the process the automation is applied to may be able to be reduced to near zero. This is especially important in a collection agency whose processes and procedures are closely regulated by the Fair Debt Collection Practices Act.
Data administration
Data administration or data resource management is an organizational function working in the areas of information systems and computer science that plans, organizes, describes and controls data resources. Data resources are usually stored in databases under a database management system or other software such as electronic spreadsheets. In many smaller organizations, data administration is performed occasionally, or is a small component of the database administrator’s work. In the context of information systems development, data administration ideally begins at system conception, ensuring there is a data dictionary to help maintain consistency, avoid redundancy, and model the database so as to make it logical and usable, by means of data modeling, including database normalization techniques. == Data resource management == According to the Data Management Association (DAMA), data resource management is "the development and execution of architectures, policies, practices and procedures that properly manage the full data lifecycle needs of an enterprise". Data Resource management may be thought of as a managerial activity that applies information system and other data management tools to the task of managing an organization’s data resource to meet a company’s business needs, and the information they provide to their shareholders. From the perspective of database design, it refers to the development and maintenance of data models to facilitate data sharing between different systems, particularly in a corporate context. Data Resource Management is also concerned with both data quality and compatibility between data models. Since the beginning of the information age, businesses need all types of data on their business activity. With each data created, when a business transaction is made, need data is created. With these data, new direction is needed that focuses on managing data as a critical resource of the organization to directly support its business activities. The data resource must be managed with the same intensity and formality that other critical resources are managed. Organizations must emphasize the information aspect of information technology, determine the data needed to support the business, and then use appropriate technology to build and maintain a high-quality data resource that provides that support. Data resource quality is a measure of how well the organization's data resource supports the current and the future business information demand of the organization. The data resource cannot support just the current business information demand while sacrificing the future business information demand. It must support both the current and the future business information demand. The ultimate data resource quality is stability across changing business needs and changing technology. A corporate data resource must be developed within single, organization-wide common data architecture. A data architecture is the science and method of designing and constructing a data resource that is business driven, based on real-world objects and events as perceived by the organization, and implemented into appropriate operating environments. It is the overall structure of a data resource that provides a consistent foundation across organizational boundaries to provide easily identifiable, readily available, high-quality data to support the business information demand. The common data architecture is a formal, comprehensive data architecture that provides a common context within which all data at an organization's disposal are understood and integrated. It is subject oriented, meaning that it is built from data subjects that represent business objects and business events in the real world that are of interest to the organization and about which data are captured and maintained.
Undeniable signature
An undeniable signature is a digital signature scheme which allows the signer to be selective to whom they allow to verify signatures. The scheme adds explicit signature repudiation, preventing a signer later refusing to verify a signature by omission; a situation that would devalue the signature in the eyes of the verifier. It was invented by David Chaum and Hans van Antwerpen in 1989. == Overview == In this scheme, a signer possessing a private key can publish a signature of a message. However, the signature reveals nothing to a recipient/verifier of the message and signature without taking part in either of two interactive protocols: Confirmation protocol, which confirms that a candidate is a valid signature of the message issued by the signer, identified by the public key. Disavowal protocol, which confirms that a candidate is not a valid signature of the message issued by the signer. The motivation for the scheme is to allow the signer to choose to whom signatures are verified. However, that the signer might claim the signature is invalid at any later point, by refusing to take part in verification, would devalue signatures to verifiers. The disavowal protocol distinguishes these cases removing the signer's plausible deniability. It is important that the confirmation and disavowal exchanges are not transferable. They achieve this by having the property of zero-knowledge; both parties can create transcripts of both confirmation and disavowal that are indistinguishable, to a third-party, of correct exchanges. The designated verifier signature scheme improves upon deniable signatures by allowing, for each signature, the interactive portion of the scheme to be offloaded onto another party, a designated verifier, reducing the burden on the signer. == Zero-knowledge protocol == The following protocol was suggested by David Chaum. A group, G, is chosen in which the discrete logarithm problem is intractable, and all operation in the scheme take place in this group. Commonly, this will be the finite cyclic group of order p contained in Z/nZ, with p being a large prime number; this group is equipped with the group operation of integer multiplication modulo n. An arbitrary primitive element (or generator), g, of G is chosen; computed powers of g then combine obeying fixed axioms. Alice generates a key pair, randomly chooses a private key, x, and then derives and publishes the public key, y = gx. === Message signing === Alice signs the message, m, by computing and publishing the signature, z = mx. === Confirmation (i.e., avowal) protocol === Bob wishes to verify the signature, z, of m by Alice under the key, y. Bob picks two random numbers: a and b, and uses them to blind the message, sending to Alice: c = magb. Alice picks a random number, q, uses it to blind, c, and then signing this using her private key, x, sending to Bob: s1 = cgq ands2 = s1x. Note that s1x = (cgq)x = (magb)xgqx = (mx)a(gx)b+q = zayb+q. Bob reveals a and b. Alice verifies that a and b are the correct blind values, then, if so, reveals q. Revealing these blinds makes the exchange zero knowledge. Bob verifies s1 = cgq, proving q has not been chosen dishonestly, and s2 = zayb+q, proving z is valid signature issued by Alice's key. Note that zayb+q = (mx)a(gx)b+q. Alice can cheat at step 2 by attempting to randomly guess s2. === Disavowal protocol === Alice wishes to convince Bob that z is not a valid signature of m under the key, gx; i.e., z ≠ mx. Alice and Bob have agreed an integer, k, which sets the computational burden on Alice and the likelihood that she should succeed by chance. Bob picks random values, s ∈ {0, 1, ..., k} and a, and sends: v1 = msga and v2 = zsya, where exponentiating by a is used to blind the sent values. Note that v2 = zsya = (mx)s(gx)a = v1x. Alice, using her private key, computes v1x and then the quotient, v1xv2−1 = (msga)x(zsgxa)−1 = msxz−s = (mxz−1)s. Thus, v1xv2−1 = 1, unless z ≠ mx. Alice then tests v1xv2−1 for equality against the values: (mxz−1)i for i ∈ {0, 1, …, k}; which are calculated by repeated multiplication of mxz−1 (rather than exponentiating for each i). If the test succeeds, Alice conjectures the relevant i to be s; otherwise, she conjectures random value. Where z = mx, (mxz−1)i = v1xv2−1 = 1 for all i, s is unrecoverable. Alice commits to i: she picks a random r and sends hash(r, i) to Bob. Bob reveals a. Alice confirms that a is the correct blind (i.e., v1 and v2 can be generated using it), then, if so, reveals r. Revealing these blinds makes the exchange zero knowledge. Bob checks hash(r, i) = hash(r, s), proving Alice knows s, hence z ≠ mx. If Alice attempts to cheat at step 3 by guessing s at random, the probability of succeeding is 1/(k + 1). So, if k = 1023 and the protocol is conducted ten times, her chances are 1 to 2100.
Social collaboration
Social collaboration refers to processes that help multiple people or groups interact and share information to achieve common goals. Such processes find their 'natural' environment on the Internet, where collaboration and social dissemination of information are made easier by current innovations and the proliferation of the web. Sharing concepts on a digital collaboration environment often facilitates a "brainstorming" process, where new ideas may emerge due to the varied contributions of individuals. These individuals may hail from different walks of life, different cultures and different age groups, their diverse thought processes help in adding new dimensions to ideas, dimensions that previously may have been missed. A crucial concept behind social collaboration is that 'ideas are everywhere.' Individuals are able to share their ideas in an unrestricted environment as anyone can get involved and the discussion is not limited to only those who have domain knowledge. Social collaboration is also known as enterprise social networking, and the products to support it are often branded enterprise social networks (ESNs). It is important that we understand the rhythm of social collaboration. There needs to be a balance, with ease to move from focused solitary work to brainstorming for problem solving in group work. This critical balance can be achieved by creating structures or a work environment where it is not too rigid to prevent brainstorming in group work nor too loose to result in total chaos. Social collaboration should happen at the edge of chaos. Work practices should support social collaboration. The most effective environment is one that supports opportunistic planning. Opportunistic planning provides a general plan but then gives enough room for flexibility to change activities and tasks until the last moment. This way, people are able to cope up with unforeseen developments and not throwing away everything with one grand plan. == Comparison to social networking == Social collaboration is related to social networking, with the distinction that while social networking is individual-centric, social collaboration is entirely group-centric. Generally speaking, social networking means socializing for personal, professional or entertainment purposes, for example, LinkedIn and Facebook. Social collaboration, on the other hand, means working socially to achieve a common goal, for example, GitHub and Quora. Social networking services generally focus on individuals sharing messages in a more-or-less undirected way and receiving messages from many sources into a single personalized activity feed. Social collaboration services, on the other hand, focus on the identification of groups and collaboration spaces in which messages are explicitly directed at the group and the group activity feed is seen the same way by everyone. Social collaboration may refer to time-bound collaborations with an explicit goal to be completed or perpetual collaborations in which the goal is knowledge sharing (e.g. community of practice, online community). == Comparison to crowdsourcing == Social collaboration is similar to crowdsourcing as it involves individuals working together towards a common goal. Crowdsourcing is a method for harnessing specific information from a large, diverse group of people. Unlike social collaboration, which involves much communication and cooperation among a large group of people, crowdsourcing is more like individuals working towards the common goal relatively independently. Therefore, the process of working involves less communication. Andrea Grover, curator of a crowdsourcing art show, explained that collaboration among individuals is an appealing experience, because participation is "a low investment, with the possibility of a high return." == Social collaboration software == Notable social collaboration software includes Glip messaging, Google Apps, Knowledge Plaza Electronic Document System and Social Intranet, Microsoft Lync social collaboration tool for businesses, Slack, Weekdone for managers, and Wrike. == Future == Social collaboration is going to be used as a tool in companies to enhance productivity. Social workers could be able to use social collaboration tools to manage personal tasks, professional projects and social networks with other colleagues within the same organization. Social collaboration will serve as a platform to get people involved and connected. This kind of platform provides a spiritual training practice for social workers. Social collaboration software could help enhance the communication between customers and employees and build trust in the organization. When we need real-time chat, it would be excellent to include every participant in a shared and archived forum which keeps a record of important information and logs. So collaborators need not worry about losing important records while working towards the common goal. The interactive communication and synchronous environment promote understanding among colleagues. Collaboration helps in building strong relationships between workers, which in turn leads to faster problem solving. The close connection between workers and customers creates a scalable organization which naturally increases the trust and faith that customers have in the company. Therefore, the interactive customer relationship levels up customer satisfaction in ways that traditional collaboration methods cannot. Apart from its effect on the way work will be conducted in the future, social collaboration will also affect society. In the coming years social collaboration will be the driving force in societal change as more and more people work together to get their vision across to governments and governing agencies. An example of this is Change.org, an online petition tool where users can help bring their government's attention to pressing social issues that need to be addressed.
Cover-coding
Cover-coding is a technique for obscuring the data that is transmitted over an insecure link, to reduce the risks of snooping. An example of cover-coding would be for the sender to perform a bitwise XOR (exclusive OR) of the original data with a password or random number which is known to both sender and receiver. The resulting cover-coded data is then transmitted from sender to the receiver, who uncovers the original data by performing a further bitwise XOR (exclusive OR) operation on the received data using the same password or random number. ISO 18000-6C (EPC Class 1 Generation 2) RFID tags protect some operations with a cover code. The reader requests a random number from the tag, and the tag responds with a new random number. The reader then encrypts future communications with this number, using bitwise XOR, to the data it sends. Cover coding is secure if the tag signal can't be intercepted and the random number is not re-used. Compared to the loud transmissions from the reader, tag backscatter is much weaker and difficult -- but not impossible -- to intercept.
Circular thresholding
Circular thresholding is an algorithm for automatic image threshold selection in image processing. Most threshold selection algorithms assume that the values (e.g. intensities) lie on a linear scale. However, some quantities such as hue and orientation are a circular quantity, and therefore require circular thresholding algorithms. The example shows that the standard linear version of Otsu's method when applied to the hue channel of an image of blood cells fails to correctly segment the large white blood cells (leukocytes). In contrast the white blood cells are correctly segmented by the circular version of Otsu's method. == Methods == There are a relatively small number of circular image threshold selection algorithms. The following examples are all based on Otsu's method for linear histograms: (Tseng, Li and Tung 1995) smooth the circular histogram, and apply Otsu's method. The histogram is cyclically rotated so that the selected threshold is shifted to zero. Otsu's method and histogram rotation are applied iteratively until several heuristics involving class size, threshold location, and class variance are satisfied. (Wu et al. 2006) smooth the circular histogram until it contains only two peaks. The histogram is cyclically rotated so that the midpoint between the peaks is shifted to zero. Otsu's method and histogram rotation are applied iteratively until convergence of the threshold. (Lai and Rosin 2014) applied Otsu's method to the circular histogram. For the two class circular thresholding task they showed that, for a histogram with an even number of bins, the optimal solution for Otsu's criterion of within-class variance is obtained when the histogram is split into two halves. Therefore the optimal solution can be efficiently obtained in linear rather than quadratic time. == References and further reading == D.-C. Tseng, Y.-F. Li, and C.-T. Tung, Circular histogram thresholding for color image segmentation in Proc. Int. Conf. Document Anal. Recognit., 1995, pp. 673–676. J. Wu, P. Zeng, Y. Zhou, and C. Olivier, A novel color image segmentation method and its application to white blood cell image analysis in Proc. Int. Conf. Signal Process., vol. 2. 2006, pp. 16–20. Y.K. Lai, P.L. Rosin, Efficient Circular Thresholding, IEEE Trans. on Image Processing 23(3), 992–1001 (2014). doi:10.1109/TIP.2013.2297014
HKDF
HKDF is a multi-purpose key derivation function (KDF) based on the HMAC message authentication code. HKDF follows "extract-then-expand" paradigm, where the KDF logically consists of two modules: the first stage takes the input keying material and "extracts" from it a fixed-length pseudorandom key, and then the second stage "expands" this key into several additional, independent pseudorandom keys as the output of the KDF. == Mechanism == HKDF is the composition of two functions, HKDF-Extract and HKDF-Expand: HKDF(salt, IKM, info, length) = HKDF-Expand(HKDF-Extract(salt, IKM), info, length) === HKDF-Extract === HKDF-Extract (XTR) takes "input key material" or "source key material" (IKM or SKM) such as a shared secret generated using Diffie-Hellman; an optional, non-secret, random or pseudorandom salt (r); and generates a cryptographic key called the PRK ("pseudorandom key"). HKDF-Extract acts as a "randomness extractor", specifically a "computational extractor", taking a potentially non-uniform value of sufficient min-entropy and generating a value indistinguishable from a uniform random value (pseudorandom). Computational extractors assume attackers are computationally bounded and source entropy may only exist in a computational sense. Such extractors can be built using cryptographic functions under suitable assumptions, modeled as universal hash function (in the generic case) or a random oracle (in constrained scenarios like sources with weak entropy). Salt (r) acts as a "source-independent extractor", strengthening HKDF's security guarantees. Using a fixed public r is safe for multiple invocations of HKDF (on "independent" but secret IKMs which may or may not be derived from the same source), provided r isn't chosen or manipulated by an attacker. Ideally, r is a random string of hash function's output length. Even low quality r (weak entropy or shorter length) is recommended as they contribute "significantly" to the security of the OKM. Without or with a low-entropy, non-secret r, if an attacker can influence the IKMs source in a way that specifically exploits HKDF-Extract's underlying hash function (finding a collision or a specific bias), XTR provides no protection. A random r, even if fixed by the application (for example, random number generators using r as seed), would strengthen protections for that specific extractor session. In such a setting, sufficiently long IKMs also provide better entropy extraction. However, allowing the attacker to influence enough of the IKM after seeing r may result in a completely insecure KDF. HKDF-Extract is the result of HMAC with r as the key (all zeros up to length of the underlying extractor hash function, if not provided) and the IKM as the message. The underlying hash function used for HKDF-Extract step may be different to the one used by HKDF-Expand. It is recommended that HKDF-Extract uses strongest hash function available to the application, as it "concentrates" the entropy already present in IKM but may not necessarily "add" to it. Truncated output from a stronger underlying hash function for XTR (for example, SHA512/256) offers stronger extraction properties. The attacker is assumed to have partial knowledge about IKM (publicly known values in the case of Diffie-Hellman) or partial control over it (entropy pools). HKDF-Extract may be skipped if the IKM is itself a cryptographically strong key (and hence can assume the role of PRK), though it is recommended that HKDF-Extract be applied for the sake of compatibility with the general case, especially if r is available to the application. === HKDF-Expand === HKDF-Expand (PRF) takes the PRK (or any random key-derivation key if HKDF-Extract step is skipped), optional info (CTXinfo), and a length (L), to generate output key material (OKM) of length L. Multiple OKMs can be generated from a single PRK by using different values for CTXinfo, which must be "independent" of the IKM passed in HKDF-Extract. Even if an attacker, who knows r and some auxillary information about the secret IKM, can force the use of the same IKM (and PRK, by extension), in two or more HKDF-Expand contexts (represented by CTXinfo), the OKMs output are computationally independent (leak no useful information on each other). HKDF-Expand, acting as a variable-output-length pseudorandom function (PRF) keyed on PRK, calls HMAC on CTXinfo as the message (empty string, if unspecified) appended to a 8-bit counter i initialized to 1. Subsequent calls to HMAC are chained in "feedback mode" by prepending the previous HMAC output to CTXinfo and incrementing i. OKM is a function of the output size (k bits) of HMAC's underlying hash function; i.e., SHA-256 outputs OKM in segments of k=256 bits for up to a maximum of length i × k bits (255 × 256 bits = 8160 bytes) truncated to desired length L. HKDF-Expand may be skipped if PRK is at least desired length L, though it is recommended that HKDF-Expand be applied for additional "smoothing" of the OKM. == Standardization == HKDF was proposed as a building block in various protocols and applications, as well as to discourage the proliferation of multiple KDF mechanisms by its authors. It is formally described in RFC 5869 with detailed analysis in a paper published in 2010. NIST SP800-56Cr2 specifies a parameterizable extract-then-expand scheme, noting that RFC 5869 HKDF is a version of it and citing its paper for the rationale for the recommendations' extract-and-expand mechanisms. == Applications == HKDF is used in the Signal Protocol for end-to-end encrypted messaging where it generates the message keys, in conjunction with the triple Elliptic-curve Diffie-Hellman handshake (X3DH) key agreement protocol. Signal's "Secure Value Recovery" and "Sealed Sender" are based on HKDF. HKDF is a main component in the Noise Protocol Framework, Message Layer Security, and is used in widely deployed protocols like IPsec Internet Key Exchange and TLS 1.3. The "multi-purpose" nature of HKDF is meant to serve applications that require key extraction, key expansion, and key hierarchies in key wrapping, key exchange, PRNG, and password-based key derivation schemes. == Implementations == There are implementations of HKDF for C#, Go, Java, JavaScript, Perl, PHP, Python, Ruby, Rust, and other programming languages. RFC6234 lays out a reference C implementation of HKDF based on the Secure Hash Standard. === Example in Python ===