Researches And Applications Of Telecom Enterprise Customer Profile Integration Based On Ontology

According to customer service-centered goal of telecom enterprise, customer profile integration could make the execution of customer relationship management strategy more effectively and thoroughly. However, in the past product-centered marketing times, BOSS (Business Operations Supporting System) was established step by step and thus result in the fact that customer profile is sparse and inconsistent among various systems, which significantly decreases the satisfaction of customer services. When China is entering 3G times in which individualized service is characterized, customer profile integration and standardization is more critical.In this dissertation, ontology theory is introduced into this area through which diverse customer profile pattern could reach an agreement over concepts and relations within specific domain. The skeleton method, a kind of ontology construction methodology, is adopted here to build telecom customer profile ontology. The telecom customer ontology is proposed by five parts: concept, relation, function, axiom and individual. Also the formal definition of telecom customer ontology is given in OWL.Besides, a new mechanism is proposed to achieve customer profile integration in telecom enterprise through mapping discrete customer information from legacy systems to the above mentioned customer profile ontology to establish a customer profile integration system. Constrains of the concepts and properties could help solve the problem of confliction in mapping and updating the customer profile. The mechanism is proposed by two scenarios, which are building new systems and integrating legacy systems. Moreover, a query mechanism is given by three levels, ontology query, ontology storage and information storage. Finally, a prototype system is built to verify this mechanism. The design and implementation of this system is introduced by steps in software engineering like target, requirement analysis, overall design and component design. We also introduce the detailed implementation function for core components like ontology base management and intelligent information query. Also, a system usage example is given.In conclusion, this customer profile ontology could give a guideline in constituting customer profile in new systems and achieving the integration over various legacy systems. As a result, the integrated customer information could be (re)used and analyzed for diverse marketing purposes in the coming 3G times of China.