Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/25851
Title: A multi-perspective knowledge-based system for customer service management
Authors: Cheung, CF 
Lee, WB 
Wang, WM
Chu, KF
To, S 
Keywords: Business automation
Case-based reasoning
Customer service management
Knowledge-based system
Performance measurement
Issue Date: 2003
Publisher: Pergamon-Elsevier Science Ltd
Source: Expert systems with applications, 2003, v. 24, no. 4, p. 457-470 How to cite?
Journal: Expert Systems with Applications 
Abstract: The e-business arena is a dynamic, complex and demanding environment. It is essential to make optimal reuse of knowledge of customer services across various functional units of the enterprise. On the other hand, it is also important to ensure that the customer service staff can access and be trained up with dynamically updated knowledge that meets the changing business environment of an enterprise in customer services. However, conventional way of customer service management (CSM) is inadequate to achieve the multi-perspective of an enterprise for achieving knowledge acquisition, knowledge diffusion, business automation and business performance measurement so as to drive the continuous improvement of the customer service quality. In this paper, a multi-perspective knowledge-based system (MPKBS) is proposed for CSM. The MPKBS incorporates various artificial intelligence technologies such as case-based reasoning (CBR) and adaptive time-series model which are used for decision analysis, performance measurement and monitoring. A prototype customer service portal has been built based on the MPKBS and implemented successfully in a consultancy business.
URI: http://hdl.handle.net/10397/25851
ISSN: 0957-4174
DOI: 10.1016/S0957-4174(02)00193-8
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