Research On The Application Of Knowledge Discovering In The Customer Service System Of Communication Industry

The advent of the New Style Economy has made knowledge the motivation that enterprises rely on in order to survive and develop, in addition, it has made the customer orientation the main idea of the enterprises' production and management. This new requirement has promoted the academic discussion and the study on the application of methods, in the aspect of customer knowledge discovery.The study of this text emphasizes on the application of knowledge discovery in the classification of textual records on the customer service in the communication industry. The ineffective and insufficient use of these records will not only make waste of resources for the enterprises but also lead to their loss of chances to hold the customers. This problem has been becoming more and more outstanding and in need of resolution.After the comparison and analysis on different technologies of knowledge discovery, linking the characteristics of the textual records of customer service in the communication industry, the method of hierarchical clustering is finally selected to make process on the knowledge discovery of textual records. A search for a textual processing mode and a concrete executive approach of clustering is attempted. In the process of methodological comparison and instance validation, the attempts on the following content are also acquired, expecting some unique opinion and creation in the aspect of methodological application,(1) In the aspect of bounding and showing of the customers' knowledge in the communication industry, the method of production system is introduced.(2) Concerning the transformation of textual knowledge in the communication industry, the method of VSM, which is at present relatively mature in study and application, is introduced, a attempt of weight calculation using TF-MI function is acquired.(3) Through the validation and analysis on the instances, a standard of classification to the customers' feedback and a concrete method of classification to customers' knowledge, which are of practical meaning , are finally acquired.