客户服务管理系统中基于本体的用户和请求聚类
Ontology-Based Users & Requests Clustering in Customer Service Management System
摘要：
客户服务管理是通过引入可靠的流程和程序来更好地为公司客户服务的主要业务活动之一。今天，这类活动通过电子服务实现，直接让客户参与业务流程。传统的客户服务管理涉及应用数据采掘技术，从公司的知识记忆中发现使用模式。因此，将客户/请求分组到集群是提高公司定制水平的主要技术之一。本文的目标是提出一种高效的实现方法来集群用户及其请求。该方法采用本体作为知识表示模型，提高了企业各部门与客户之间的语义互操作性。本文还介绍了在一家工业公司测试的方法的一些片段。
英文摘要：
Customer Service Management is one of major business activities to better serve company customers through the introduction of reliable processes and procedures. Today this kind of activities is implemented through e-services to directly involve customers into business processes. Traditionally Customer Service Management involves application of data mining techniques to discover usage patterns from the company knowledge memory. Hence grouping of customers/requests to clusters is one of major technique to improve the level of company customization. The goal of this paper is to present an efficient for implementation approach for clustering users and their requests. The approach uses ontology as knowledge representation model to improve the semantic interoperability between units of the company and customers. Some fragments of the approach tested in an industrial company are also presented in the paper.
机构、总结、中文摘要均由AI分析而来，可能存在错误，请以论文正文为准。
