Research And Design Of Intelligent Customer Service System Based On Semantics

With the various types of large group of international strategy shift and the rapid growth of the number of customers, improving the quality and efficiency of customer service support is an important safeguard measures for Various Group to enhance the core competitiveness of enterprises and practicing social responsibility. But most of our customer service system is largely dependent on artificial customer service; it is inefficient and spends a lot of human and financial resources.In order to improve the quality of customer service, reduce necessary human and financial resources of customer service. This article provides an intelligent customer service knowledge management system, which is Interaction based on natural language and it has a friendly guide to determine the customer’s problem.Its knowledge library and problem-solving program library are based on domain ontology. And it automatically diagnoses and solves problems using reasoning techniques.In this paper, the background is customer service platform of PC equipment manufacturer. In the first chapter, it talks about from the status of the customer service and knowledge management. Then describes the research background, current situation and development prospects of intelligent customer service knowledge management system, at last introduce the significance and content of the subject. In the second chapter, this paper talks about relevant theory and technology of the subject from three aspects of the ontology, knowledge management, natural language understanding.The main research contents are as follows:1. Research and implement the management of knowledge based on domain ontology. Contains the standardization of knowledge, knowledge associated, specification of Knowledge element data and knowledge push, etc.2. Research and implement the management of standard customer service problems based on the domain ontology which is in the field of customers’services of computer and other electronic equipment. Including the creating of problem classification ontology and the problem ontology, the storage and management of ontology, the creation of the problem’s knowledge model, the organization and storage of problem library based on the classification ontology.3. Research and implement the understanding of customer’s issue which is expressed in natural language based on semantic, including the creation of keyword dictionary, Chinese word segmentation algorithm which can deal with wrong word and abbreviations, matching of the grammar, matching of word mode, semantic-based keyword matching algorithm design, and problem guide.4. Research and implement the fault diagnosis in the field of computer and other electronic equipment. Including the create of diagnosis knowledge model, fault reasoning diagnostics, maintenance of the diagnostic program library, diagnostic guide.5. Researching and designing a frame model of intelligence knowledge management system about service to customer based on domain ontology. Implement a prototype system based on the above basis knowledge and theory.And the experiments show that the model is Effective.it can manage standard problem of system, deal with natural language, and diagnose the faults based on the knowledge of the domain ontology.Finally, my paper summarizes the advantages and disadvantages of the system and the overview of the system’s future.