Semantics-Enhanced Online Intellectual Capital Mining Service for Enterprise Customer Centers

One of the greatest challenges of an enterprise's service center is to ensure that their engineers and customers are provided with the right information in a timely fashion. For this purpose, modern organizations operate a wide range of information support systems to assist customers with critical service requests and to provide proactive monitoring, where possible, to prevent service requests from occurring in the first place. It is often the case that relevant information is scattered over the Internet and/or maintained on disparate systems, buried in large amount of noisy data, and in heterogeneous formats, thereby complicating the access to reusable knowledge and extending the response time to reach a resolution. To address these challenges, in this paper we propose an effective knowledge mining solution to improve the quality of service request resolution. We model the service resolution problem as an online search and classification problem, and use domain knowledge in the form of ontology to guide effective machine learning. Our proposed solution has been extensively evaluated with experiments and has been used in a real enterprise customer center.