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Knowledge management support of real-time decision making for customer service support systems

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1 Author(s)
Huosong Xia ; Dept. of Inf. Manage. & Inf. Syst., Wuhan Inst. of Sci. & Technol., China

Knowledge management causes not only the continuous innovation patterns of customer service, but also synergic matching of customer service support and real-time decision making. Prompt response to customer service problems is needed to maintain customer satisfaction. Therefore, a good CSSS must be set up and analyzed. This paper has presented a meta knowledge model of CSSS based on KM support that encompasses three KM support patterns, business modeling and all problems of real decision making from time, customer and environment limited. We described business modeling for CSSS relevant static model, dynamic model and rules model based on enterprise common knowledge analysis performed on executable a real-time service decision making.

Published in:

Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference on  (Volume:2 )

Date of Conference:

13-15 June 2005