{"title":"A Research on Improvement of Customer Service Systems in Mobile Telecommunication Enterprises: a Knowledge Classification Perspective","authors":"Keyi Wang, Liyun Qi, Qi Zhong","doi":"10.1109/SOLI.2006.328946","DOIUrl":null,"url":null,"abstract":"This paper focuses on the application of the text clustering technology on the customer service records in mobile telecommunication enterprises. The classification of the customer service records is condensed from 9 to 7 through text converting and data clustering. Based on the new classification of customer service records, a knowledge-based customer service system is established. The establishment of the system uses the theories and practices of case based reasoning (CBR) for reference to improve the present system, and puts more emphasis on the significance of customer knowledge classification in the operation of the system. The conclusions of this paper provide guide for mobile telecommunication enterprises to improve customers' satisfaction by the use of new system","PeriodicalId":325318,"journal":{"name":"2006 IEEE International Conference on Service Operations and Logistics, and Informatics","volume":"1 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2006-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"4","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"2006 IEEE International Conference on Service Operations and Logistics, and Informatics","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/SOLI.2006.328946","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 4
Abstract
This paper focuses on the application of the text clustering technology on the customer service records in mobile telecommunication enterprises. The classification of the customer service records is condensed from 9 to 7 through text converting and data clustering. Based on the new classification of customer service records, a knowledge-based customer service system is established. The establishment of the system uses the theories and practices of case based reasoning (CBR) for reference to improve the present system, and puts more emphasis on the significance of customer knowledge classification in the operation of the system. The conclusions of this paper provide guide for mobile telecommunication enterprises to improve customers' satisfaction by the use of new system
本文主要研究了文本聚类技术在移动通信企业客户服务记录中的应用。通过文本转换和数据聚类，将客服记录的分类从9压缩到7。在对客户服务记录进行分类的基础上，建立了基于知识的客户服务系统。系统的建立借鉴了基于案例推理(case based reasoning, CBR)的理论和实践，对现有系统进行了改进，并更加强调了客户知识分类在系统运行中的重要意义。本文的研究结论为移动通信企业利用新系统提高客户满意度提供了指导
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