评价知识库构建效果的框架与流程

Framework and Process for Evaluating the Construction Effectiveness of Knowledge Base

知识库在现代企业和客户服务机构中得到广泛使用,对知识库构建的效果进行评价是企业衡量其实施知识库构建项目成功与否的关键,也为企业对知识库进行动态改进和维护提供了指导.在已有相关评价方法的文献分析的基础上,针对企业知识库构建效果的评价问题,提出了评价知识库构建效果的一种框架,并给出了相应的知识库构建效果评价流程.最后,通过一个实例分析说明了所给出的框架与流程的可行性和应用价值.

Knowledge base has been widely using in enterprises and customer service organizations.Evaluating the construction effectiveness of knowledge base is very important.It plays a key role for enterprises in determining the success or failure of the program related to knowledge base construction and providing guidance to improve and maintain knowledge base dynamically.On the basis of several earlier works relevant to the evaluation methods,a framework for evaluating the construction effectiveness of knowledge base is presented and the corresponding evaluation process is given.An example is given to illustrate the practicability and application value of the proposed framework and process.