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The advancement of the Internet of Things, big data, and mobile computing leads to the need for smart services that enable the context awareness and the adaptability to their changing contexts. Today, designing a smart service system is a complex task due to the lack of an adequate model support in awareness and pervasive environment. In this paper, we present the concept of a context-aware smart service system and propose a knowledge model for context-aware smart service systems. The proposed model organizes the domain and context-aware knowledge into knowledge components based on the three levels of services: Services, Service system, and Network of service systems. The knowledge model for context-aware smart service systems integrates all the information and knowledge related to smart services, knowledge components, and context awareness that can play a key role for any framework, infrastructure, or applications deploying smart services. In order to demonstrate the approach, two case studies about chatbot as context-aware smart services for customer support are presented.

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