Customer Service Expert System of an IT Outsourcing Service Firm

• Main Authors: Chi-Chung Liu, 劉集中
• Other Authors: Chu-Chai Chan
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/97699369874012469539

碩士 === 朝陽科技大學 === 工業工程與管理系碩士班 === 99 === The competitive environments that enterprises face become harsher and harsher. Enterprises have to not only consider the operating costs and profits, but also maintain the advantage of core competitiveness. Therefore, they have to go out and search for more efficient operation and management step by step, for the works of non-core competitiveness. Among the non-core competitiveness of enterprises, some or the entire information department functions can be reached easily through IT outsourcing service provider (ITOSP). It can solve the problems of the shortage of IT staffs of SMEs, the uneasy training to personnel, and so on. With the advance in information technology, the categories of hardware and software become numerous, and the speed of updating are faster, too. When IT outsourcing service providers serve for their clients, they will face different kinds of enterprise networks and the information environments. Usually, they will encounter new problems and issues that they have never met before. Besides, traditional paper working cannot accumulate the experience of the experts and the customer services. Meanwhile, it is also hard to compile the special situation of each client and the limits of exceptional environmental factors, and this makes IT outsourcing service providers can’t give their clients appropriate advice and plans. The main purpose of this study is to explore how the IT outsourcing service providers build a case based reasoning expert system for customer service. When customer services are searching solutions for references, they use K-Nearest Neighbor (KNN) Method to classify the problems of clients, raising the efficiency and the accuracy of searching the best solution.