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| Author: | Hui, S.C. Jha, G. |
| Title: | Data mining for customer service support |
| Journal: | Information & Management
2000 : OCT, VOL. 38:1, p. 1-13 |
| Index terms: | Data mining Knowledge management Customers Service Decision making |
| Freeterms: | Support WWW |
| Language: | eng |
| Abstract: | In traditional customer service support of a manufacturing environment, a customer service database usually stores two types of service information: (1) unstructured customer service reports record machine problems and its remedial actions and (2) structured data on sales, employees, and customers for day-to-day management operations. This paper investigates how to apply data mining techniques to extract knowledge from the database to support two kinds of customer service activities: decision support and machine fault diagnosis. A data mining process, based on the data mining tool DBMiner, was investigated to provide structured management data for decision support. |
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