A multi-perspective knowledge-based system for customer service management

Chi Fai Cheung, Wing Bun Lee, W. M. Wang, K. F. Chu, Suet To

Research output: Journal article publicationJournal articleAcademic researchpeer-review

67 Citations (Scopus)


The e-business arena is a dynamic, complex and demanding environment. It is essential to make optimal reuse of knowledge of customer services across various functional units of the enterprise. On the other hand, it is also important to ensure that the customer service staff can access and be trained up with dynamically updated knowledge that meets the changing business environment of an enterprise in customer services. However, conventional way of customer service management (CSM) is inadequate to achieve the multi-perspective of an enterprise for achieving knowledge acquisition, knowledge diffusion, business automation and business performance measurement so as to drive the continuous improvement of the customer service quality. In this paper, a multi-perspective knowledge-based system (MPKBS) is proposed for CSM. The MPKBS incorporates various artificial intelligence technologies such as case-based reasoning (CBR) and adaptive time-series model which are used for decision analysis, performance measurement and monitoring. A prototype customer service portal has been built based on the MPKBS and implemented successfully in a consultancy business.
Original languageEnglish
Pages (from-to)457-470
Number of pages14
JournalExpert Systems with Applications
Issue number4
Publication statusPublished - 1 May 2003


  • Business automation
  • Case-based reasoning
  • Customer service management
  • Knowledge-based system
  • Performance measurement

ASJC Scopus subject areas

  • Artificial Intelligence
  • Computer Science Applications


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