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Modeling User Expectations & Satisfaction for SaaS Applications Using Multi-agent Negotiation

Abstract : As more personal and interactive applications are moving to the cloud, modeling the end-user expectations and satisfaction is becoming necessary for any SaaS provider to survive and thrive in today’s competitive market. However, most of existing works addressing cloud elasticity management adopt a centralized approach where user preferences are mostly overlooked. Based on evidence from the fields of customer expectation management and psychophysics, in this article we propose a personal user model to represent end-user satisfaction and her expectations. To integrate the end-user into the decision loop we develop multi-agent negotiation architecture in which the end-user model is embodied by a personal agent who negotiates on her behalf. The results of the evaluation process show that automated negotiation provides a useful platform to empower the user choices, fulfill her expectations, and maximize her satisfaction hereby outperforming centralized approaches where the provider acts in a unilateral manner.
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Submitted on : Tuesday, January 3, 2017 - 10:45:35 AM
Last modification on : Sunday, June 26, 2022 - 12:06:31 PM



Amro Najjar, Christophe Gravier, Xavier Serpaggi, Olivier Boissier. Modeling User Expectations & Satisfaction for SaaS Applications Using Multi-agent Negotiation. 2016 IEEE/WIC/ACM International Conference on Web Intelligence, Oct 2016, Omaha, United States. p. 399-406, ⟨10.1109/WI.2016.61⟩. ⟨emse-01424948⟩



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