Research on Customer After-sale Service Intelligent Decision-making Based on Component Reasoning Mechanism

In the paper, intelligent decision making technologies are adopted to improve the rationality and effect of customer after-sale service. For the low efficiency of single reasoning and insufficiency of service knowledge, a novel component knowledge reasoning mechanism for multi-solution decision problems is proposed, in which decision knowledge is represented as rule, model and case. The mechanism integrated several reasoning methods according to their characteristic. By three kinds of methods, single reasoning, integrated reasoning and concurrent reasoning, the mechanism can provide more feasible solutions and the best solution or satisfying solution can be obtained more easily.