Application And Implementation Of Full-Text Retrieval System Based On Lucene In Next Generation Call Center

As the widely used of call center in our daily life, people put forward higher requirements for the function and quality when enjoying the convenient service. Nowadays, searching tool as the indispensable assistant is alive in people’s study, work and life. Therefore, the demand of implementation of full-text retrieval system in call center seems in badly need for people to work more efficiently and conveniently. However, as an excellent high performance, scalable Information Retrieval library, there’s no doubt that we prefer Lucene to achieve the goal.First of all, the paper introduces NGCC related conception and development briefly and explains the full-text retrieval system and how to serve the needs for NGCC, then states the technologies and framework that used for building the whole NGCC management system, including Spring, Struts, iBATIS. Besides this, the paper emphasized on introducing Lucene and Compass technology which are also the key technologies to the entire system and the way to the full-text retrieval function.Next, the paper analyzes the requirements of full-text retrieval system. According to the needs, we divide the NGCC management system into three subsystems, that is user management, call center management and knowledge database management subsystem. And then we describe the functions of every subsystem in detail.Furthermore, the expatiation for the design and implementation for the redivide three subsystems which are all related with full-text retrieval system named user management, corporation management and knowledge database management subsystem is depicted. And also the work mechanism of the searching part is illustrated.Finally, the paper summarizes the development work and experience for this full-text retrieval system and make recommendations and outlook for the future application of the function in the NGCC management system.