摘要
设计了一个客户服务中心通用知识库系统,采用分层和模块化的设计思想,基于XML技术表示并构建知识库系统,用产生式表示法表示知识,基于启发式搜索策略和正向推理机制,对规则库和事实库进行了有效设计,降低了系统复杂度,提升了知识的易管理性和易用性。系统具有通用性和良好的动态演化性,从根本上实现了知识的共享,提高了客户服务中心的工作效率和客户满意度,对客户服务中心知识管理建设具有较好的借鉴意义。
A general knowledge base system of contact center is designed with hierarchy and modularization. The knowledge base is constructed by XML. The knowledge is represented by productional method. The system especially designed the rule base and fact base with heuristic search strategy and positive-going reasoning. The complexity of the system is reduced, the management and the usability ofknowledge are promoted. The system has flexible and dynamic evolvement characteristic, fundamentally realized knowledge sharing, improves the contact center＇s working efficiency and customer satisfaction, and has the better model significance to the knowledge management construction of contact center.
出处
《计算机工程与设计》
CSCD
北大核心
2006年第20期3824-3826,3830,共4页
Computer Engineering and Design
