Semantic Web Support for Customer Services

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.