Ontology-Based Users & Requests Clustering in Customer Service Management System


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.

DOI: 10.1007/11492870_19

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@inproceedings{Smirnov2005OntologyBasedU, title={Ontology-Based Users & Requests Clustering in Customer Service Management System}, author={Alexander V. Smirnov and Mikhail Pashkin and Nikolay Shilov and Tatiana Levashova and Andrew Krizhanovsky and Alexey Kashevnik}, booktitle={AIS-ADM}, year={2005} }