A Personalized Service Oriented FAQ System
| Autor: | Wei-Hsin Juan, 阮維鑫 |
|---|---|
| Rok vydání: | 2010 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 98 In recent years, due to the conversion of business model from "product-centric orientation" into "customer-centric orientation", how to retain old customers and to improve their overall satisfaction is the homework of enterprise at first needs to notice when they face competitiveness. This study takes ERP (Enterprise Resource Planning) software applications as an example, and to design a Frequently Asked Questions (FAQ) oriented search system based on knowledge of customer’s preferences. This FAQ content search system categorizes customer''s software applications according to ERP software application knowledge ontology. Customers can query the knowledge description according to their personal preferences in order to help users solving problems more efficiently. To verify the feasibility, this study combines ontology and recommendation system characteristics, physically build a prototype of personalized service oriented FAQ system to prove it can be effectively applied to customer knowledge and recommendations on personal preference. The study is expected that this online FAQ system can reduce the cost of enterprise training customer service staff and the rate of customer calls. Besides, it not only can increase the connection rate of customer calls, and improve solving problem skills of customer service staff, but also speed up customers’ problems processing efficiency, and increase satisfaction and loyalty of customers and inner staff. It can be a reference for enterprises to built customers personalized knowledge service system, or a reference for enterprises to expand its customer relationship service system. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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