Title :
A Research on Improvement of Customer Service Systems in Mobile Telecommunication Enterprises: a Knowledge Classification Perspective
Author :
Wang, Keyi ; Qi, Liyun ; Zhong, Qi
Author_Institution :
Sch. of Manage., Dalian Univ. of Technol.
Abstract :
This paper focuses on the application of the text clustering technology on the customer service records in mobile telecommunication enterprises. The classification of the customer service records is condensed from 9 to 7 through text converting and data clustering. Based on the new classification of customer service records, a knowledge-based customer service system is established. The establishment of the system uses the theories and practices of case based reasoning (CBR) for reference to improve the present system, and puts more emphasis on the significance of customer knowledge classification in the operation of the system. The conclusions of this paper provide guide for mobile telecommunication enterprises to improve customers´ satisfaction by the use of new system
Keywords :
case-based reasoning; customer satisfaction; customer services; data mining; knowledge based systems; mobile communication; pattern classification; pattern clustering; telecommunication computing; telecommunication services; text analysis; case based reasoning; customer knowledge classification; customer satisfaction; customer service record classification; knowledge-based customer service system; mobile telecommunication enterprise; text clustering technology; Communication industry; Costs; Customer satisfaction; Customer service; Databases; Decision making; Explosions; Finance; Internet telephony; Search engines; customer knowledge; customer service; mobile telecommunication; text clustering;
Conference_Titel :
Service Operations and Logistics, and Informatics, 2006. SOLI '06. IEEE International Conference on
Conference_Location :
Shanghai
Print_ISBN :
1-4244-0317-0
Electronic_ISBN :
1-4244-0318-9
DOI :
10.1109/SOLI.2006.328946
