loading...
 This Article 
   
 Share 
   
 Bibliographic References 
   
 Add to: 
 
Digg
Furl
Spurl
Blink
Simpy
Google
Del.icio.us
Y!MyWeb
 
 Search 
   
IEEE International Conference on e-Business Engineering (ICEBE'05)
An Integrated Rule-based and Case-based Reasoning System for Customer Service Management
Beijing, China
October 12-October 18
ISBN: 0-7695-2430-3
ASCII Text
x 
 
Liping AN, Jianyuan YAN, Lingyun TONG, "An Integrated Rule-based and Case-based Reasoning System for Customer Service Management," E-Business Engineering, IEEE International Conference on, pp. 266-273, IEEE International Conference on e-Business Engineering (ICEBE'05), 2005.
 
 
BibTex
x
 
@article{ 10.1109/ICEBE.2005.28,
author = {Liping AN and Jianyuan YAN and Lingyun TONG},
title = {An Integrated Rule-based and Case-based Reasoning System for Customer Service Management},
journal ={E-Business Engineering, IEEE International Conference on},
volume = {0},
year = {2005},
isbn = {0-7695-2430-3},
pages = {266-273},
doi = {http://doi.ieeecomputersociety.org/10.1109/ICEBE.2005.28},
publisher = {IEEE Computer Society},
address = {Los Alamitos, CA, USA},
}
 
 
RefWorks Procite/RefMan/Endnote
x 
 
TY - CONF
JO - E-Business Engineering, IEEE International Conference on
TI - An Integrated Rule-based and Case-based Reasoning System for Customer Service Management
SN - 0-7695-2430-3
SP266
EP273
A1 - Liping AN,
A1 - Jianyuan YAN,
A1 - Lingyun TONG,
PY - 2005
KW - null
VL - 0
JA - E-Business Engineering, IEEE International Conference on
ER -
 
Liping AN, International Business School, Nankai University
Jianyuan YAN, International Business School, Nankai University
Lingyun TONG, College of Information Technical Science, Nankai University

This paper presents a hybrid system that integrates case-based reasoning (CBR) and rule-based reasoning (RBR) supported by data warehouse for customer service management (CSM). Cases represented by XML are extracted into data warehouse after data cleaning, integration, selection, and transformation. By integrating OLAP with data mining based on rough set theory in multidimensional databases, on-line analytical mining in different granularity provides CBR with the flexibility to select the desired solutions for customers. Examples illustrate the effectiveness of the proposed system.

Citation:
Liping AN, Jianyuan YAN, Lingyun TONG, "An Integrated Rule-based and Case-based Reasoning System for Customer Service Management," icebe, pp.266-273, IEEE International Conference on e-Business Engineering (ICEBE'05), 2005
Usage of this product signifies your acceptance of the Terms of Use.