| 电脑客户服务中心知识库系统研究 |
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| 引用本文： | 李武.电脑客户服务中心知识库系统研究[J].计算机工程与设计,2005,26(4):1099-1100,1103. |
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| 作者姓名： | 李武 |
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| 作者单位： | 湖南理工学院,机械与电气工程系,湖南,岳阳,414000 |
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| 摘 要： | 设计了一种电脑故障维修知识库系统，用产生式规则表示知识，用关系数据库构建知识库及知识库管理系统，采用启发式搜索策略和正向推理机制，使客服人员与客户可以快速地检索到所需要的资料，为电脑故障排除提供指导，从而提高客户服务工作效率和客户满意度。
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| 关 键 词： | 知识库系统 产生式规则 关系数据库 客户服务 |
| 文章编号： | 1000-7024(2005)04-1099-02 |
Research on knowledge base system of customer service center of computer technology enterprise |
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| LI Wu.Research on knowledge base system of customer service center of computer technology enterprise[J].Computer Engineering and Design,2005,26(4):1099-1100,1103. |
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| Authors: | LI Wu |
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| Abstract: | A computer fault knowledge base system is designed. The knowledgeare represented by productionalrule, and the knowledge base and its managementsystem areconstructedby relational database.By means ofheuristicsearch strategy andpositive-going reasoning, the system can make the customer service workers and the consumers search the information they need quickly and give directions to ob- viate computer faults and accordingly improve the efficiency of customer service work and customer satisfaction. |
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| Keywords: | knowledge base system productional rule relational database customer service |
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