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

@inproceedings{Smirnov2005OntologyBasedUA,
  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},
  booktitle={AIS-ADM},
  year={2005}
}
  • 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
    19 Citations
    A New Perspective and Representation of Service
    • J. Shen, Liya Wang
    • Computer Science
    • 2007 International Conference on Wireless Communications, Networking and Mobile Computing
    • 2007
    • 9
    An ontology learning system for customer needs representation in product development
    • 22
    Evaluation of Term-based Queries using Possibilistic Ontologies
    • 20
    • PDF
    Clustering Technique by Domain Ontology
    Semantic-based Knowledge Management and Document Processing in the e-Health domain
    • 1
    Fuzzy Logic and Ontology-based Information Retrieval
    • 13
    Role-Based Decision Mining for Multiagent Emergency Response Management
    • 12

    References

    SHOWING 1-10 OF 24 REFERENCES
    Knowledge source network configuration approach to knowledge logistics
    • 20
    Ontology-based systematization of functional knowledge
    • 183
    • PDF
    Knowledge Management Systems: A Text Mining Perspective
    • 74
    • PDF
    Ontology-based text clustering
    • 133
    • PDF
    Textual Data Mining to Support Science and Technology Management
    • 167
    • PDF
    Agents-Based Knowledge Logistics
    • 3
    Toolkits for Generating Wrappers
    • 62
    Science and Technology Text Mining Basic Concepts
    • 6
    • PDF