http://www.poolparty.biz/ Â Â
PoolParty Solutions Andreas Blumauer a.blumauer@semantic-web.at
Smart Customer Support Systems How can semantic technologies help to make customer support systems more intelligent in order to understand customer's needs better?
25.02.2013
Addressed problem
Contents Smart Customer Support Systems ......................... 1 Enterprise Linked Data Integration ......................... 2 Vocabulary Management ........................................ 3 Semantic Content Management ............................. 4 Text Mining of Business News ............................... 5 Vertical Search Solutions ....................................... 6 Knowledge Bases ................................................... 7 Linked Open Data ................................................... 8 Recommender Systems ......................................... 9 Semantic Search .................................................. 10
Customer support systems frequently cause disorientation due to the technical terms used and a lack of transparent and easily comprehensible navigation structures. Providers of products and services from various sectors (telecommunications, public administration, law, etc.) use different languages and differing categories than consumers (or citizens) do. Thus, in many cases clients have to deal with frustrating translation work which leads to misunderstandings and increasing costs in the call center.
Our solution approach Users benefit from a guidance system which helps to achieve orientation at any point of the support system. The guidance system consists of semantic search facilities like search filters (faceted search), search refinements, similarity search (see also: recommender system) and integrated fact boxes which display further details about the search term which might refer to a product, for example. As a prerequisite for these improvements, a knowledge model consisting of concepts (e.g. products, technologies, services, etc.) its relations and
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