| As the coming of era of knowledge-driven economy, the creation and using of knowledge has become main sources of wealth increase. The enterprise innovation needs knowledge sharing through public service platform urgently. Call Center is the service window of the public service platform, and it's service plays a important role in the platform's service. So the writer combined the call center with knowledge base and studied how to construct the system.First the thesis introduced some theory about the call center's knowledge base system of public service platform, including knowledge service, public knowledge service, knowledge-based call center and the technology of knowledge management.About the construction of the knowledge base system, the thesis put forward the total construction framework which included theory and management resources, technology, service resources, demand analysis and knowledge flow manegement. And then the thesis analyzed the system's technical architecture and service resources construction on the base of framework.About the system's technical architecture, the theis adopted 3-layer architecture: the presentation layer, business layer and data layer. According to the function framework, the system could be divided into 3 subsystems: KM, Service telephonist and Systme Admin. And on how to realize the system, the theis made use of the Struts technology based on MVC model.The thesis also put forward the framework of service resources construction, which contained the demand analysis, knowledge classification, knowledge collection, knowledge representation, knowledge searches, knowledge maintenance and update.Finally, the thesis took the call center's knowledge base system of shanghai R&D public service platform as example, and analyzed it's advantages and disadvantages. Based on the analysis, the thesis studied the inter-platform and knowledge-alliance knowledge flow management according to the characteristic of platform, and put forward the management framework. |
