Trustworthy interaction balancing in mixed service-oriented systems

  • Authors:

  • Florian Skopik;Daniel Schall;Schahram Dustdar

  • Affiliations:

  • Vienna University of Technology, Vienna, Austria;Vienna University of Technology, Vienna, Austria;Vienna University of Technology, Vienna, Austria

  • Venue:
  • Proceedings of the 2010 ACM Symposium on Applied Computing
  • Year:
  • 2010

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Abstract

Web-based collaboration systems typically require dynamic and context-based interactions between people and services. To support such complex interaction scenarios, we introduce a mixed service-oriented system that is composed of both humans and software services, collaborating and interacting to perform certain activities. As an example, consider a professional online help and support community spanning interactions between human participants and software-based services. Trust between these members is essential for successful collaborations and has been extensively studied in the context of social and collaborative networks. In this paper, we discuss trust from a collaborative and social point of view instead of a security perspective. Our approach follows an interaction monitoring and an interpretative rule-based trust inference model established on previous behavior. However, trust relations encourage network members to continue interacting with successful (and thus trusted) collaboration partners, and to avoid, or even refuse, interactions with unknown actors. This behavior has negative side-effects from a global community perspective. Given the help and support environment, a small number of popular network members will become increasingly overloaded with support requests. We solve this load and interaction balancing problem by the means of trustworthy request delegations.