A Customer Support System Based on Bayesian Belief Networks and Case-Based Models

• Main Authors: Chien He Liao, 廖建賀
• Other Authors: Huan-Jyh Shyur
• Format: Others
• Language: zh-TW
• Published: 2001
• Online Access: http://ndltd.ncl.edu.tw/handle/34335413254458010105

碩士 === 淡江大學 === 資訊管理學系 === 89 === The concept of “customer relationship management” assumes and requires integrating all functions that affect the customer, which is well known. Data mining technologies are conducted to e-business application to recognize the customer purchasing behavior for sales management purpose. However, for a complete customer relationship management system, an efficient customer support mechanism is necessary. Recognizing the customer purchasing behavior can help to increase the total sales. Good customer support mechanism improves the customer satisfaction and keeps for a business to thrive. Trouble-shooting plays an important role in a customer support mechanism. In this paper we identify a more complete architecture for customer support mechanism and utilize a new method which integrates Bayesian Belief Network(BBN) and case-based model to exhibit an intelligent trouble-shooting agent for customer problems solving.