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An integrated rule-based and case-based reasoning system for customer service management

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3 Author(s)
Liping An ; Int. Bus. Sch., Nankai Univ., Tianjin ; Jianyuan Yan ; Lingyun Tong

This paper presents a hybrid system that integrates case-based reasoning (CBR) and rule-based reasoning (RBR) supported by data warehouse for customer service management (CSM). Cases represented by XML are extracted into data warehouse after data cleaning, integration, selection, and transformation. By integrating OLAP with data mining based on rough set theory in multidimensional databases, online analytical mining in different granularity provides CBR with the flexibility to select the desired solutions for customers. Examples illustrate the effectiveness of the proposed system

Published in:

e-Business Engineering, 2005. ICEBE 2005. IEEE International Conference on

Date of Conference:

12-18 Oct. 2005