A hybrid model using online and operator for traveler assistance via smartphone

Abstract

This paper proposes a hybrid model for use by travelers on a smartphone. The principles lie in the combined deployment of 24x7 network that directly serves the travelers and links the existing phone service as an alternate backup choice. Such a redundancy will insure higher reliability in an urgent situation, where many available communication channels are often jammed by panic calls and accesses. In addition, off-line service is also provided as an optional access means to ease the network traffic, whereby important information can be immediately conveyed to the travelers in need of assistance. An information management workflow is also set up to effectively disseminate the relevant information. The proposed system is implemented and tested by volunteers. The results are compared with the predicted outcomes obtained from the preliminary test. It was found that once the users are familiar with the answers, they tend to prematurely exit the application. However, it is not the case with operator assistance as they can continue inquiring freely with the human operator. Future artificial intelligent techniques can be employed to enhance the non-human operations to become as lively as the human service.