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

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dc.creatorSmirnov, Alexander
dc.creatorPashkin, Mikhail
dc.creatorChilov, Nikolai
dc.creatorLevashova, Tatiana
dc.creatorKrizhanovsky, Andrew
dc.creatorKashevnik, Alexey
dc.date2005-01-26
dc.date2005-05-27
dc.date.accessioned2026-07-07T03:22:24Z
dc.date.available2026-07-07T03:22:24Z
dc.descriptionCustomer 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.
dc.description15 pages, 4 figures, published in Lecture Notes in Computer Science
dc.identifierhttps://arxiv.org/abs/cs/0501077
dc.identifierhttp://arxiv.org/abs/cs/0501077
dc.identifierSmirnov A., Pashkin M., Chilov N., Levashova T., Krizhanovsky A., Kashevnik A. 2005. Ontology-Based Users and Requests Clustering in Customer Service Management System. Springer-Verlag GmbH, Lecture Notes in Computer Science, 3505: 231-246
dc.identifier.urihttp://salesiana.dossiersoluciones.com/handle/123456789/32583
dc.subjectInformation Retrieval
dc.subjectComputation and Language
dc.subjectH.3.3
dc.titleOntology-Based Users & Requests Clustering in Customer Service Management System
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