A Research On Algorithms And Models Of Service Mining

It is a big challenge for enterprises to offer service with high quality and efficiency in this high developing society. With the developing of computer technology, the enterprise can get a good help from the information, but with the increasing the data, how to get the valuable knowledge from the thousands of information to support the enterprise is becoming harder, because many data was recorded routinely, people can not realize the useful information and knowledge beyond them, even to get something useful to remark their service and supply better. At the same time, the behaviors of the customers reflected that they do not know what they really need and even to realize them, the supporter can not serve the customers initiative, what the do more is meet the demand, the services can not have a big improvement. The research goal of this thesis is to make a feasible framework for the service mining to mine what the customers need initiative.Against the weakness in and after the automotive sales, I proposed a service mining tool which can develop the Effectiveness effectively in this thesis. The service mining emphasis the idea of service advance, because in the past, the enterprise often work passive ,now we have to change this tradition and to supply a different initiative service to make the best use of the limited resources. It is a supplementary and spread for the CRM and depend more on the technology of the service mining, besides, it also need the special knowledge and the customer information. In fact, it is an integrated use of the knowledge management and service mining. In this thesis, I elaborated the premise and the connotation and even the relationship among the service mining, CRM and the data mining, raised an available framework for the service mining, described the structure and role of each part, and also gave what really to make sure the framework need can work normally. The important parts of the mileage prediction and driver's habit of service mining are also discussed. And we have proposed an executable program by using the method of data mining, gray model and ANN. Then, we made an empirical study of our model. Finally, we offer an efficiency platform by having designed and implemented software of service mining.