Browsing by Author "Kainulainen, Lauri"

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Chatbots in Incident Management
(2024-03-11) Peltonen, Elias
Perustieteiden korkeakoulu | Master's thesis
The incorporation of conversational agents, commonly referred to as chatbots into the information systems employed by different types of organizations has proven to be an asset. Conversational user interfaces and other virtual assistants can enhance productivity across a variety of activities, with a particular emphasis on processes that involve customer service, healthcare, and e-commerce. In the realm of custom-er service, conversational agents can efficiently handle a multitude of inquiries and requests, freeing up human resources to focus on more complex and specialized tasks. These bots can provide rapid responses and solutions, leading to quicker issue resolution and an overall improvement in customer satisfaction. Modern incident management processes could also take advantage of the same benefits, as when new incidents occur, rapid responses, solutions and constantly available assistance could prove to be helpful. Literature about the use of chatbots and conversational user interfaces during the incident process is rather limited. Still, by first establish-ing what incident management process is, and where the chatbots or other virtual assistant could be beneficial in it, existing literature about the benefits of chatbots in incident management, and in other areas are used in when analysing their useful-ness. In addition to literature review, the topic was requested by a company, to which a new chatbot was developed and is to be integrated as a part of the compa-ny’s incident management process. During the development, it was noticed that the conversational part of the assistant was deemed to be unnecessarily complex for the end user needs. Instead, the project focused on other areas commonly found in chatbots, such as possibility to automate tasks such as information retrieval and storing, and to integrate it as part of some platform were found very useful. Espe-cially features that improve the communication between different parties during the incident management process were found useful.
Dotted Landscape
(2012) Kainulainen, Lauri
School of Arts, Design and Architecture | Master's thesis
Our urban visual world is overflooded with messages mostly coming from advertisers and public officials. The information is pushed to our consciousness without giving us a chance to reply. No real dialogue takes place. I would like to see a change in this and bring more possibilities for interaction into our shared and public spaces. In my thesis I review the research on public display design and map the context by looking at the history of public space. Design models and methods are introduced to overcome the shortcomings of traditional human-computer interaction design. However, the focus of the work is on a production: the Dotted Landscape light panel that allows remote controlling through a web user interface. By opening the web site users can draw collaboratively, create animations and write text messages that are displayed real-time on the light panel.