Internet of Behavior (IoB) for Customer

services
Abdul Hannan Gharade#1
#1
Department of Computer Engineering, Vivekanand Education Society's Institute of Technology,
Mumbai, Maharashtra, India
#1
[email protected]

Abstract— Internet of Behaviours (IoB) aims to With the help of both IoT and IoB, it has become
discuss how data is better understood and used to possible now to track, gather, combine and interpret
construct and promote new product from the massive data generated via various online activities
point of view of human brain.The Internet of and personal behavior, including social media
Behavior will help to study the entire customer behaviors and commercial transactions. Importance
journey by collecting information from several of Internet of Behavior Undoubtedly, data has been
points of contact.This technology can become a important for businesses since the inception of the
compelling new promoting and distribution internet. The main purpose of the Internet of
platform for firms and organisations worldwide. Behavior is to collect, analyze, respond and
IoB can help businesses resolve issues in closing understand all types of behaviors to improve
more sales and keep their customers highly customer/user experience. Other than that,
satisfied. Thus, the IoB's goal is to record, behavioral data is also helping businesses to make
analyse, comprehend, and respond to all forms of more informed decisions and improve their service
human behaviour in a way that allows people to quality and value chain in the best possible way.
be tracked and interpreted using developing The IoB has become a new yet powerful tool for
technology advancements and advances in businesses’ sales and marketing worldwide. In short,
machine learning algorithms. the Internet of Behavior is here to generate a
significant boost in the sales industry
Keywords— Internet of Behaviour(IoB), Internet development.Furthermore, IoB brings along existing
of Things(IoT), customer services, business. technologies that directly target people, like facial
recognition, place tracking, and bigdata. It combines
I. INTRODUCTION science, data processing, and also the psychology of
Internet of Behavior, also known as IoB, refers to behaviour.
the behavioral data analysis gathered from the The IoB's objective is to observe, analyze,
Internet of Things and other sources and then understand and answer all sorts of human
attempts to make effective use of. This data is behaviours to trace and justify people's behaviour
amassed through wearable technologies, individual victimising new technology and machine-learning
online activities, household electrical devices, which developments. People's conduct is
can provide valuable information about the behavior caterpillar-tracked, and rewards are introduced to
and interest of users. influence them to attain a series of desired
organisational criteria.Following research queries
are addressed :

● To study IoB and understand how it is

helpful to fulfil customer requirements.
● To identify and apply associated Quality
Attributes of IoB for customer needs.
● To identify and follow the consecutive
working steps for comprehending IoB
towards customer services.
● To identify and implement IoB applications
Fig. 1 Interconnection between IoT and IoB for improving customer services.
 II . RELATED WORK The following are ways your business can start
Marketing and psychology from the beginnings of leveraging IoB to better serve your clients and
employees:
advertising go side by side. In this way, behavioral
analysis and psychology have allowed new insights 1) Market products more effectively to customers
Many digital marketing agencies have already been
into the data collected by the Internet of Things. using analytics tools to find insights that reveal
The IoB can become a powerful new marketing common consumer behaviors. With the IoB,
and sales tool for businesses and organizations marketers are able to analyze customer buying
around the world. Using this tool, you will gain a habits across platforms, gain access to previously
deep understanding of your customers, which is unattainable data and redefine the value chain, and
necessary for every business. even provide real-time point-of-sale notifications
and targeted ads.
To be sure, analytics, A/B testing, SWOT analysis,
and many other techniques have helped the 2) Improve user experience
company for years build their product and marketing Designing UX is a crucial part of sales. With the
strategies to create and promote products that users knowledge provided by IoB, organizations have a
will want to buy. Internet of Behavior is intended to better understanding of people’s attitudes toward
generate a considerable boost in the development of specific products or services, making it even easier
the sales industry. to resolve customer concerns.

A. Benefits of IoB in business 3) Enhance public health

Companies in the manufacturing sector are already
According to Gartner, 40 percent of people using sensors and RFID tags to determine if on-site
globally (more than three billion people) will have employees are washing their hands regularly.
their behavior tracked through the IoB by 2023. Further, computer vision can determine if employees
Further, by the end of 2025, more than half of the are complying with mask protocol or social
world’s population will be subject to at least one IoB distancing directives. And in the health industry,
program, whether it be commercial or providers can measure the activation and
governmental. engagement efforts made by patients.
Like it or not, connected data is already being
used to influence people’s lives and 4) Improve public safety
decision-making.
The monitoring of public safety is creating exciting
new opportunities across industries. In one
application, vehicle telematics is deployed to track
driver behavior and flagging behaviors that are
erratic or dangerous.

B. Importance of IoB for customer experience

The information and data collected by IoT
(Internet of Things) devices has the potential to
generate significant insights into customer
behaviour.Collecting and using this data and the
technology that allows it to happen, has come to be
known as the Internet of Behaviours (IoB). Where
IoT allows physical things to be tracked, monitored
and operated via the Internet, IoB extends this by
linking these devices and the data they collect to
monitor individual behaviour.
The internet of behaviors (IoB) is emerging as
many technologies capture and use the “digital dust”
of peoples’ daily lives. The IoB combines existing
technologies that focus on the individual directly –
Fig.2 Benefits of IoB in business facial recognition, location tracking and big data for
example – and connects the resulting data to
associated behavioural events, such as cash C. Steps for releasing IoB towards customer
purchases or device usage. services

The steps are as follows:

1. Taking dataset from various sources and
using other sources like websites, Social
sites to extract data from it.
2. Second step is to thoroughly analyze the
collected data.
3. Projecting the sense of reading and buying
behavior and then combining the data in
various terms.
4. Serving the customer with the best of care
and ease.
The step by step flow of IoB towards customer
Fig. 3 Traits of IoB for Customer Service service is shown in Fig. 4

Customer experience has always been about the

collection and analysis of data so organisations can
better understand customer behaviour and
preferences. These insights are then exploited to
alter customer behaviour and purchasing decisions
by creating positive seamless experiences that place
desirable and personalised recommendations in the
path of the customer.
Our smartphones can monitor our online
movements as well as identifying our real-life
Fig. 4 IoB Workflow Diagram for customer services
locations. Such a large percentage of us are almost
tethered to our phones, which makes our
The quality enhancive journey starts with collecting
smartphones the most obvious device to target if
data from the all-relevant sources, namely, social
organisations want to analyse and modify our
fronts, websites, tele-based-devices, etc. and further
behaviour. For example, Uber makes extensive use
proceeds to analyse this collected data.
of IoT data to analyse and improve the experience
The data-based facts were then critically analysed,
customers have with its apps.
projected, and combined thoroughly to summing-up
A whole host of innovations and other smart
in some meaningful interference.
devices have emerged including digital wallets,
After plotting and discussing the data graphs, the
which can be biometrically matched with the owner,
semi-final and concluding phase is to implement the
smart mirrors, that utilise AR and VR technology to
collection and analysis data front for the realisation
enhance the shopping experience, smart fridges,
of IoB for customer satisfaction in any relevant
smart watches and so on. All of these devices are
services
collecting oceans of data about us, our choices, our
The data can be obtained from several different
preferences and how we interact with the world.
outlets, from commercial consumer data to the
IoB does have some significant ethical
welfare media, and more data may be accessible to
considerations, however. By 2023 Gartner believes
all.
that 40% of the world’s population will be tracked
This combines various technologies for visual
digitally in order to influence our behaviour. If
recognition, location monitoring, and extensive data,
organisations us this technology purely for their own
which focuses directly on the person and connects
gain without sufficient regard for people’s privacy
the resulting data to behavioural events.
then there’s likely to be a significant ethical
backlash from governments and consumers.
IV APPLICATIONS OF IoB IN CUSTOMER SERVICES customer engagement. It will also discover new
ways to engage with customers to interact with the
1) Analyse human Activities
brand before purchasing. Data is obtained via the
IoB interconnects data with human activity and
web of ordinary consumers, coffee makers,
develops a more thorough understanding of
thermostats, home control systems, wearable
behavioural habits and preferences. The IRB can
devices, etc. It is used for obtaining information on
also be used in companies, individual budgets,
developments in each person's lifestyle and, in turn,
working conditions, and many other fields of work
can provide an awareness of the use of such goods
and life after its development. It is not only affecting
and services.
customer choice but also redesigns the supply chain
in almost all industries. Companies can easily VI CONCLUSIONS
follow new approaches for satisfying consumers
requirements. So to conclude that as we see IoB has been
remodeled into a worldwide setting that defines
2) Customer habit human behaviour.IoB uses behavioral information
Cybercriminals can access sensitive information that and then assess its potential. corporations have
shows the customers' habits. They capture and sell analysed, tested, and applied numerous approaches
access for property, routes of transmission. This will to develop techniques to supply and sell product for
push their phishing up to a different level by customers.It collects behavioral and user data
creating more sophisticated scams. Google, obtained by Internet-connected devices and provides
Facebook, or Amazon marketing analysis is users with insights into their needs, interests and
becoming more extensive. Algorithms are optimised behaviours. Declaration of competitive interest On
to predict consumer wishes and behaviour. the behalf of all the authors in paper, I
corresponding author herewith settle for that there's
3) Track Trends no conflicts of interest.
They were mainly used to track and archive our
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