A customer service process innovation using the integration of data base and case base

摘要

Customer service is one of the critical processes that bring competitive advantage in today's business environment. By analyzing the current flow of the customer service process, we identify that lack of datalinformation sharing is the main problem. Therefore, all data and knowledge related to the customer service process need to be accumulated and shared. In this research, we develop an enabler for customer service process innovation by integrating data base technology and case-based reasoning technology. In particular, a case-based system for equipment malfunction diagnosis, which we developed in this research, is described and evaluated in detail.