A Knowledge-Based Intelligent System for Power Customer Service Management

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 intellgent 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.

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