Semantic Web Support for Customer Services

Semantic Web Support for Customer Services

Quan Thanh Tho (Nanyang Technological University, Singapore), Hui Siu Cheung (Nanyang Technological University, Singapore) and A. C.M. Fong (Nanyang Technological University, Singapore)
Copyright: © 2007 |Pages: 23
DOI: 10.4018/978-1-59140-678-5.ch004
OnDemand PDF Download:
$37.50

Abstract

This chapter discusses Semantic Web support for customer services. Customer service support is an important operation for most multinational manufacturing companies. It provides installation, inspection, and maintenance support for their worldwide customers. However, knowledge integrated in customer service support systems is typically closed in terms of exchanging information. Therefore, the systems do not easily share, reuse, or exchange knowledge. It causes difficulty when customers seek service support for products produced by various companies. In this chapter, we propose to incorporate Semantic Web services into customer service systems to solve such problems. In our system, KSOM neural network is first used to mine knowledge from reported cases. Then, ontology is used as a semantic representation for knowledge discovered and Semantic Web services are used to make constructed ontology accessible from different systems. As a result, users can use semantic knowledge distributed across various sources on the Internet to solve their problems. Performance evaluation on the system is also present in the chapter.

Complete Chapter List

Search this Book:
Reset
Table of Contents
Preface
Eldon Y. Li
Acknowledgements
Eldon Y. Li, Timon C. Du
Chapter 1
Charles Ling-yu Chou
This chapter introduces the incentives for the creation of the Semantic Web, the methodology for its development, and the current status of this... Sample PDF
From World Wide Web to Semantic Web
$37.50
Chapter 2
Farshad Hakimpour, Suo Cong, Daniela E. Damm
This chapter introduces the emerging technology of Semantic Web services. It concentrates on two dominant specifications in this domain, namely... Sample PDF
Semantic Descriptions of Web Services
$37.50
Chapter 3
Sam Lee
This chapter introduces an approach to the development of intelligent Semantic Web services, which are envisioned as system cells that actively... Sample PDF
Developing Intellingent Semantic Web Services
$37.50
Chapter 4
Quan Thanh Tho, Hui Siu Cheung, A. C.M. Fong
This chapter discusses Semantic Web support for customer services. Customer service support is an important operation for most multinational... Sample PDF
Semantic Web Support for Customer Services
$37.50
Chapter 5
Wan-Yeung Wong, Tak-Pang Lau, Irwin King, Michael R. Lyu
This chapter gives a tutorial on resource description framework (RDF), its XML representation, and Jena, a set of Java-based API designed and... Sample PDF
A Tutorial on RDF with Jena
$37.50
Chapter 6
José-Manuel Lopez-Cobo, Sinuhé Arroyo, Miguel-Angel Sicilia, Salvador Sanchez
The evolution of learning technology standards has resulted in a degree of interoperability across systems that enable the interchange of learning... Sample PDF
A Semantic Web Service Architecture for Learing Object Repositories
$37.50
Chapter 7
Shiu-li Huang, Fu-ren Lin
This chapter designs a multi-agent argumentation system for e-commerce. This system applies Semantic Web technology to facilitate agents to share... Sample PDF
Using Semantic Web to Facilitate Agent-to-Agent Argumentation for e-Commerce
$37.50
Chapter 8
Timon C. Du, Eldon Y. Li
Business process management systems such as the workflow management system and the enterprise application integration system manage process flow on... Sample PDF
Building Dynamic Business Process in P2P Semantic Web
$37.50
Chapter 9
Cheng-Jye Luh, Lin-Chih Chen
This chapter presents an intelligent metasearch engine that can recommend a user’s next hyperlink access and relevant paragraphs extracted from... Sample PDF
An Intelligent Metasearch Engine with Link Prediction and Page Clipping Generation Capabilities
$37.50
Chapter 10
Timon C. Du, Richard Hwang, Charles Ling-yu Chou
Given the rapid changes in the information technologies, the issue of information securities and company’s internal controls has become very... Sample PDF
Access Control for Web Service Applications: An Example in Collaborative Auditing
$37.50
Chapter 11
Amanda Spink, Robert M. Wolfe, Bernard J. Jansen
This chapter discusses issues related to semantics and the medical Web. Much health information is available on the Web, but not always effectively... Sample PDF
Semantics and the Medical Web: Towards Effective Medical Healthcare Search
$37.50
Chapter 12
Hsi-Chieh Lee, Szu-Wei Huang, Eldon Y. Li
This study proposes a mining system for finding protein-to-protein interaction literatures from the databases on the Internet. In this system, we... Sample PDF
Web Mining for Protein-to-Protein Interaction Information
$37.50
Chapter 13
Arijit Sengupta, Henry Kim
We present SWAP (Semantic Web application pyramid), a framework for incorporating ontologies in data-oriented semantic Web applications. We have... Sample PDF
SWAP - A Framework for Ontology Support in Semantic Web Applications
$37.50
About the Authors