Building customer complaint ontology: Using OWL to express semantic relations

Customer complaint is an important kind of information coming from customers and it is a primary measure of customer dissatisfaction. In order that complaint information could be. understood and processed by machine automatically, more semantic descriptions are needed. Ontology has become a promising technology to express semantics and OWL (Ontology Web Language) has the ability to express semantic relations in building complaint ontology. In this paper, we put forward a framework of customer complaint ontology after considering capabilities to express semantic relations provided by OWL. Then we use Protege-2000 to build OWL representations of the customer complaint ontology and make some analyses. Our exploration might not standardize customer complaint ontology. We explore with the intention to help people better understand the rationality in expressing concepts and relations between the concepts in customer complaint management in order that OWL customer complaint ontology and other domain ontology are improved and standardized as soon as possible.