Shanghai Telecom Call Center Knowledge Base System Design And Implementation

10000 Call Center, a service window of Shanghai Telecom, has met a lot of important management problems which are caused by defect in management of public files and information. Therefore, Shanghai Telecom decided to develop the call center knowledge base project to construct a new independent knowledge base system which has clearly structure, high speed search power, humanization interface and fluency Info-Flow.The writer was the project manager of the project and one of core member of design group. This paper also discusses some key technology, such as architecture of knowledge, designing for e-learning system, and promotes the performance of the system by technology of creating XML/HTML file from database with in system model. A part of content is relatives with Throwaway Prototype Method of SE (Software Engineering).The thesis analyzed the theory base and client requirement at first, and introduced other similar system in the world. According the writer, the system can be divided to 3 subsystems: KM, Assistant Subsystem and System Admin.The writer also introduced three key technologies, 1. Model design and functional partitioning; 2. How to create XML/HTML file from database according template file; 3. Throwaway Prototype Method.At Chapter 6, the writer gives some testing data of the system, and describes the benefits and successful results after applying the system in Shanghai Telecom.In the end, the writer shows the better future of call center knowledge base, and introduce his idea about the system developing trend in the future.