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

  title={Ontology-Based Users and Requests Clustering in Customer Service Management System},
  author={A. Smirnov and M. Pashkin and N. Shilov and T. Levashova and Andrew Krizhanovsky and Alexey Kashevnik},
  • A. Smirnov, M. Pashkin, +3 authors Alexey Kashevnik
  • Published in AIS-ADM 2005
  • Computer Science
  • 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… CONTINUE READING
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