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Call Center System Based On CBR Model

Posted on:2004-11-12Degree:MasterType:Thesis
Country:ChinaCandidate:Y B JiangFull Text:PDF
GTID:2168360092481825Subject:Management Science and Engineering
Abstract/Summary:PDF Full Text Request
Customer Relationship Management (CRM) is classified into three types: analytical CRM, operational CRM and co-operational CRM. Co-operational CRM is referred to the front application between users and enterprises. And call center is one of its important applications. In a traditional call center users can know about information corresponding to products and services through technologies of IVR (Interactive Voice Response) and CTI (Computer-Telephone Integration). Meanwhile, companies can collect information about current as well as latent customers by this interactive model. But this kind of system is expensive because of the intent human resource and knowledge involved.Adapting to the trend of network development, the newly call center based on CBR (Case-based Reasoning) model is introduced which extends the idea of a call center from telephone touch to network touch, which not only saves much money, but improves the effect and efficiency of customer support.In this paper I study the newly call center based on CBR model in three facets.In terms of theory firstly, a recursively and un-structural adaptive system is set up based on the theory of CBR model. And a call center system with distributional architecture is built up.Secondly, as to the system design we adopt the B/S architecture. Our design takes advantage of the open criterion of software development enough, such as J2EE, XML, etc. This system supports mass parallel users and super-large database. Transformation of cross operation system and database platform is also allowed. So it has the enterprise reliability, utility, security and scalability. But for the users all they need is a browser.Third is the application. Take the background of the current call center of customer service in China Unicom, a new call center based on CBR model(that is CRM@E-DM) is built up after a thorough analysis of the character of customer service in telecommunication trade.There are three areas improved in my CBR model. First is the integration of back propagation, clustering and decision tree technology in a seamless hole. Second is the improvement of three-layer architecture. And weights are detailed to the connection between different feature-value pairs and cases instead of to the connection between features and cases. Third, Hebb learning is introduced in the back propagation. Historical data are considered enough during the computation process. This algorithm has higher convergence rate in the experimental test so that case indexing is more efficient. And the result is more reliable because of the introduction of detailed weights.
Keywords/Search Tags:Customer Relationship Management, Call center, CBR model
PDF Full Text Request
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