A customer service process innovation using the integration of data base and case base

被引：13

作者：

Lee, JS

Xon, YX

机构：

[1] Dept. of Business Administration, Graduate School, Ajou University

来源：

EXPERT SYSTEMS WITH APPLICATIONS | 1996年 / 11卷 / 04期

关键词：

D O I：

10.1016/S0957-4174(96)00070-X

中图分类号：

TP18 [人工智能理论];

学科分类号：

081104 ; 0812 ; 0835 ; 1405 ;

摘要：

Customer service is one of the critical processes that bring competitive advantage in today's business environment. By analyzing the current flow of the customer service process, we identify that lack of data/information sharing is the main problem. Therefore, all data and knowledge related to the customer service process need to be accumulated and shared. In this research, we develop an enabler for customer service process innovation by integrating data base technology and case-based reasoning technology. In particular a case-based system for equipment malfunction diagnosis, which we developed in this research, is described and evaluated in detail. Copyright (C) 1996 Elsevier Science Ltd

引用

页码：543 / 552

页数：10

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