Hybrid context model based on multilevel situation theory and ontology for contact centers

Context awareness and context modeling have raised their call for attention and importance quite recently in the world of contact centers for better customer services and relations. To address the issues of contextual reuse and contextual inconsistencies, there is a need for context models that foster context reuse and support ease of retrieving right kind of information by providing appropriate abstractions of contextual information. In this paper, we propose a hybrid context model based on multilevel situation theory and ontology. Multilevel situation theory is based on an intermediate level micro situation that is used to create entity specific situations. Such micro situations are used to enhance a situation so as to enable consistent contextual reasoning. The context model is hybrid in the sense that the proposed multilevel situation theory is defined based on the entities, entity attributes, and entity relationships as described in the contact center ontology. We also present an architectural overview of context aware processing system to build a rapid prototype that demonstrates the hybrid context model.