面向客户服务支持的数据挖掘

S.C.Hui*， G. Jha

南洋工业大学，应用科学学院，Nanyang 大街，新加坡639798，

摘要

在制造业环境的传统的客户服务支持中，客户服务数据库通常存储两类业务信息：(1)非结构化客户服务报告记录机器故障和补救措施；(2)在销售，员工和日常管理经营的客户上的结构化数据。这篇论文研究了怎样应用数据挖掘技术从数据库中抽取知识来支持两种客户服务行为：决策支持和机器故障诊断。一种基于数据挖掘工具DBMiner的数据挖掘处理被研究，为决策化支持提供结构化的管理数据。另外，本文提出了一种将神经网络、实例推理法和基于规则的推理法集成在一起的数据挖掘技术。它将搜索用于机器故障诊断的非结构化客户服务记录。该技术已经在万维网上实施用于支持智能化的故障诊断。◎2000 Elsevier Science B.V. 版权所有。

关键字：数据挖掘；数据库知识发现；客户服务支持；决策支持；机器故障诊断

1.介绍

客户服务支持已经成为大多数跨国制造业公司整体的一部分。这些跨国公司生产和销售昂贵机器和电子设备。大多数公司已经有为他们全世界的客户提供安装、检查和维护支持的客户服务部门。尽管大多数公司有一些技术员处理每日的维护和小规模的发现并修理故障。专家经常建议生产商需要更复杂的维护和维修工作。促使这些要求的回应就是保持客户满意。因此，热线中心(帮助平台)通常建立于回答客户的一些经常遇到的问题。

图1表示传统的热线服务中心的工作流程。服务中心对接收发生故障机器的报告或顾客的电话咨询负责。当接收到一处问题报告时，服务技术员将用热线建议系统为客户对客户建议一系列的检查点。这些建议都是过去的经验。它们从一个包含以前相同的或类似于当前问题的服务记录的客户服务数据库中提取出来。顾客可以尝试解决这些问题，如果问题被解决，服务中心将会确认。如果问题依然存在，服务中心将会派一名服务技术员前往客户提及的地点进行维修。这样的话，这名服务技术员将要带着客户机器的历史记录、相关的操作手册和可能需要的部件来展开此次修理，如此这样的一个过程是不方便的。

 

 

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 外文翻译－原文部分

Abstract 

In traditional customer service support of a manufacturing environment, a customer service database usually stores two types of service information: (1) unstructured customer service reports record machine problems and its remedial actions and (2) structured data on sales, employees, and customers for day-to-day management operations. This paper investigates how to apply data mining techniques to extract knowledge from the database to support two kinds of customer service activities: decision support and machine fault diagnosis. A data mining process, based on the data mining tool DBMiner, was investigated to provide structured management data for decision support. In addition, a data mining technique that integrates neural network, case-based reasoning, and rule-based reasoning is proposed; it would search the unstructured customer service records for machine fault diagnosis. The proposed technique has been implemented to support intelligent fault diagnosis over the World Wide Web. ◎2000 Elsevier Science B.V. All rights reserved. 

Keywords: Data mining; Knowledge discovery in databases; Customer service support; Decision support; Machine fault diagnosis 

1. Introduction 

Customer service support is becoming an integral part of most multinational manufacturing companies that manufacture and market expensive machines and electronic equipment. Many companies have a customer service department that provides installation, inspection, and maintenance support for their worldwide customers. Although most of these have some engineers to handle day-to-day maintenance and small-scale troubleshooting, expert advice are often required from the manufacturing companies for more complex maintenance and repair jobs. Prompt response to a request is needed to maintain customer satisfaction. Therefore, a hot-line service centre (or help desk) is usually set up to answer frequently encountered problems from the customers.