A Research on Improvement of Customer Service Systems in Mobile Telecommunication Enterprises: a Knowledge Classification Perspective

摘要

This paper focuses on the application of the text clustering technology on the customer service records in mobile telecommunication enterprises. The classification of the customer service records is condensed from 9 to 7 through text converting and data clustering. Based on the new classification of customer service records, a knowledge-based customer service system is established. The establishment of the system uses the theories and practices of case based reasoning (CBR) for reference to improve the present system, and puts more emphasis on the significance of customer knowledge classification in the operation of the system. The conclusions of this paper provide guide for mobile telecommunication enterprises to improve customers'' satisfaction by the use of new system