Title :
Research of Customer Service System Based on Knowledge Management
Author :
Wang, Guozheng ; Wu, Haiyan
Author_Institution :
Colleges of Comput. & Inf. Eng., Zhejiang Gongshang Univ., Hangzhou, China
Abstract :
A framework of knowledge-based customer service system is presented in order to enhance the efficiency of enterprise customer service and to share the information within the enterprise. In the framework, the system is organized into five layers which include content layer, knowledge description layer, application layer, service layer and access control layer. The efficiency is improved because regular knowledge is structured organized, and it is easy to obtain accurate information through a XML query. The knowledge access control mode is presented based on RBC model. The system has been applied to Hangzhou haisheng limited company.
Keywords :
XML; authorisation; customer services; data mining; knowledge management; query processing; RBC model; XML query; access control layer; application layer; content layer; customer service system; data mining; information sharing; knowledge description layer; knowledge management; service layer; Access control; Customer service; Data mining; Data warehouses; Databases; Engines; Feedback; Knowledge engineering; Knowledge management; XML; customer service system; data storage; knowledge management;
Conference_Titel :
Advanced Computer Theory and Engineering, 2008. ICACTE '08. International Conference on
Conference_Location :
Phuket
Print_ISBN :
978-0-7695-3489-3
DOI :
10.1109/ICACTE.2008.42
