Design And Implementation For Knowledge Management System Of Lenovo Call Center Based On B/S Architecture

Knowledge Management System and its building, is becoming an important trendin the Call Center of global corporations, on which the corporation implements theprocedure ofstandardizated,precisely fitting,high-effective high productive,intelligentand wisdomly engagement in Customer Relationship Management(CRM). As thekey element, knowledge base, which storages the huge amout of knowledge/information/data of customer’s representatives, play a fundamental role in CRM’sservice and management qualities. In this thesis, we present the theoretical founaditonand engdineering approach toward building of “Knowledge Management System ofLenova Group based on B/S framework”. The principle contribution includes:analysis, design and emplementation of the system with the core techniques ofknowledge management engineering and knowledge base structure. The systemcovers client-sdie intelligent interface and GUIs, server-side knowledge-basedcomponents,and knowledge libraries, solving the issues of quickly-effective&effecience responses and high-quality customer’s satisfaction.In this thesis, our main work covrs the scope of analysis, design, implementation,application for the system as follows: First, with the modeling tools of UML, we givea formalized and unified description of busness entities, business processes,businessfunctions and business procedures etc. related to the application scenario of customers’representatives such as knowledge search,maintainance. In the next, we discuss andpresent the analysis and design model of the system with the fully-coverage, correctand logic; The third, we design and code the functional components of knowledgeclassification, organization, storage, acquisition and representation, as well asclient-side GUIs and other modules such as administration modules, within thedevelopment environment of Java with B/S framework. A few key problems such asstatic publishing, dynamic cache and knowledge representation etc. are solved.The results of system’s application and test show that the system realizes the KPIindicators such as response time: reduce from20S to2S. The system supports theaverage online users up to300%increaing. Regarding with the knowledge searchapplication, AHT（Average Handling Time）reducing from400S to370S。...