Personalized Resource Recommendation for Staff Training in Complaint Management Systems

被引：0

作者：

Li Guangjie ^{[1
]}

Ling Junmin ^{[1
]}

Meng, Shengguang ^{[2
]}

Liao Yumin ^{[2
]}

机构：

[1] China Mobile Grp Guangxi Co Ltd, Nanning, Peoples R China

[2] Zhuhai Faster Software Technol Co Ltd, Zhuhai, Peoples R China

来源：

CURRENT DEVELOPMENTS IN WEB BASED LEARNING, ICWL 2015 | 2016年 / 9584卷

关键词：

User modeling; Staff training; User clustering; Complaint management system;

D O I：

10.1007/978-3-319-32865-2_14

中图分类号：

TP18 [人工智能理论];

学科分类号：

081104 ; 0812 ; 0835 ; 1405 ;

摘要：

In this paper, a personalized resource recommendation method is proposed for staff training in complaint management systems. Historical processing logs are extracted to form a complaint space. Complaint processing skills of staff members are assessed in terms of quantity, efficiency and quality on various topics. Similar staff members are clustered according to their behavioral characteristics. A resource recommendation algorithm is proposed to recommend complaint processing records from highly skilled colleagues in the cluster for the staff member to learn. Preliminary experiment results show good performance of the proposed method.

引用

页码：128 / 133

页数：6

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