以文件關聯性為基礎之企業知識客服管理模式

An Integrated Knowledge Management and Service Model Based on Document Correlation Analysis

10.6382/JIM.200410.0205

侯建良(Jiang-Liang Hou)；楊綠淵(Lu-Yuan Yang)

知識管理 ； 顧客關係管理 ； 分群 ； 權限管理 ； 關聯性分析 ； Knowledge Management ； Customer Relationship Management ； Clustering ； Security Management ； Correlation Analysis

資訊管理學報

11卷4期（2004 / 10 / 01）

205 - 228

繁體中文

由於網際網路技術發達，使用者透過資訊網路取得資訊、進行交易之頻率已顯著提升。為使企業之知識文件、銷售資訊能有效而正確地提供予潛在需求對象，以實現文件保密或一對一行銷之理念，本論文乃以文件關聯性為基礎發展企業知識分群法則，並配合使用者之閱讀趨勢（包括瀏覽網頁或閱讀電子文件），作為掌握使用者偏好趨向與企業知識分群管理之依據。此模式之重點精神乃首先建構以關鍵字為基礎之文件關聯性分析模式；再以此模式為基礎，發展知識文件分群法則；最後根據客戶過去瀏覽之文件，得知其閱讀權限範圍或趨勢。若目標文件（如欲發佈之頜域知識或廣告）與客戶過去閱讀文章之關聯性高或隸屬同一分群，則可推斷該客戶為有權限或有意順閱讀此目標文件之對象。藉由本研究所發展之推論模式，除可促成企業體實現一對一行銷之理念外，尚可應用於企業知識文件管理體系，協助企業組織發展智慧型知識文件管理機制，使電子化知識管理與顧客關係管理理念能相互整合支援，並帶動知識服務型產業之發展。

Owing to the popularity of the information technologies, more and more business transactions and services are conducted over the Internet. To provide the advertisements or documents to potential customers, one of the typical issues is to accurately acquire the demands of customers. Based on the document correlation and browse history of Internet users, this research develops a three-phase reasoning model for integrated knowledge management and customer relationship management. The model consists of three decision algorithms namely document correlation analysis, document clustering and document authority determination. According to the keyword distribution analysis, correlation of the target document and the historical documents of the specified user can be derived and the probability for each user to access the target document can also be obtained. A prototype system as well as a demonstration case is provided to evaluate the performance of the proposed model. The attempt of this paper is to provide an applicable and intelligent approach to improve the operation efficiency of enterprise knowledge services.

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