NDLI: A Knowledge-Based Intelligent System for Power Customer Service Management

Content Provider	IEEE Xplore Digital Library
Author	Ying-Chun Guo Dong-Xiao Niu
Copyright Year	2007
Description	Author affiliation: North China Electr. Power Univ., Baoding (Ying-Chun Guo; Dong-Xiao Niu)
Abstract	In this paper, a knowledge-based intelligent system for power customer service management is proposed. As the value of knowledge management and customer relationship management has been well recognized, it is essential to make optimal reuse of knowledge of customer among various functional units of the enterprise. As the power company is the industry that provides standard service, it is important to ensure that the customer service staff can access and be trained up with dynamically updated knowledge that adjusts to the changing environment of the enterprise in customer services. However, conventional way of customer service management is inadequate to achieve knowledge acquisition and diffusion, service automation and satisfaction measurement, and thus unfavorable for the continuous improvement of the customer service quality. This paper discusses the frame and process of the knowledge-based intelligent service system for power customer, and puts forward some aspects that should be noted during the period of implementation. It is verified that the proposed model provides high quality customer services with fast and efficient responses to customer demands.
Starting Page	2925
Ending Page	2930
File Size	551925
Page Count	6
File Format	PDF
ISBN	9781424409723
DOI	10.1109/ICMLC.2007.4370648
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2007-08-19
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Intelligent systems Customer service Energy management Knowledge management Power system management Customer relationship management Companies Industrial relations Industrial training Quality management Power customer service management system Knowledge-based system (KBS) Knowledge management (KM) Customer relationship management (CRM) Customer service management (CSM) Artificial intelligent (AI)
Content Type	Text
Resource Type	Article

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4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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