ABSTRACT
The chapter starts with an introduction to the approach of Human Interaction Management (HIM) developed to deal with the human behavior in the organization drawing ideas not only from process theory but also from biology, psychology, social systems theory and learning theory. The chapter then introduces the concept of interaction or interactive pattern as a sequence of actions, references and reactions where each reference or reaction has a certain, ex-ante intended and ex-post recognizable, interrelation with preceding event(s) in terms of timing and content. The chapter then covers interaction architectures, namely, Presentation Abstraction Controller (PAC), Model View Controller (MVC), Data Context Interaction (DCI) and Micro-Service Architecture (MSA). The latter half of the chapter presents the components of an effective customer interaction system, namely, automatic speech recognition, spoken language understanding, dialog management, natural language generation and text-to-speech synthesis.
