| The purpose of knowledge management is to provide appropriate answers to customers through air and foul. In the service industry, the object of knowledge management is large amount of data, and because of the diversity, complicated and increasing growing up of those real-time data, how to acquire knowledge quickly and accurately to customers in time is becoming a difficult problem. Some Knowledge Management Systems of company at present are only for collaborative work and can not solve the problems of accuracy rate.This paper proposes a kind of fine-granularity knowledge model based on ontology theory, and this paper is center on servers and customers, how to realize knowledge push, and knowledge share.This paper contains main component as follows:(1) Acquiring of knowledgeAcquiring knowledge from large numbers of data and doing some abstract is the first step of the whole research. Vary kinds of knowledge was annotated by special techniques, and was abstracted in next step. In this paper, the knowledge about telecom and finance was researched and assorted, laying the foundation for next research.(2) Building and formalization of knowledge ontologyBuilding the knowledge model drawing on Dublin-Core, this paper proposes a ontology model for service industry, the main idea is to realize a model which named"service-topic-abstract". The model has functions of semantic reasoning, and semantic search which can realize quick researching of solutions.(3) Building a knowledge management system architecture based on knowledge ontology model.The paper put forward a knowledge model and a kind of knowledge management architecture drawing on Dublin Core, and the model has a nice universality. |
