- 學位論文
資訊委外服務供應商之客服專家系統
Customer Service Expert System of an IT Outsourcing Service Firm
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摘要
企業面對的競爭環境日益嚴苛，既要考量營運成本與利潤，又要維持核心競爭力的優勢，勢必將非核心競爭力的工作逐步向外尋求更有效的運作與管理。在企業的非核心競爭力之中，資訊(IT)部門的部分或全部功能可以容易透過資訊委外服務供應商(IT Outsourcing Service Provider，ITOSP)達成，解決中小企業資訊人員不足、流動率過高、人才培養不易等等的問題。 隨資訊科技的進步，軟硬體種類與更新的速度加快，資訊委外服務提供者面對不同的企業網路與資訊環境進行客戶服務時，經常遭遇到從未遇過的新客服問題，傳統的紙張作業無法將專家及客服人員的經驗累積，同時也難以彙整各客戶的特別狀況與特殊環境因素限制，給予客戶適當的建議規劃。 本研究主要目的在探討資訊委外服務供應商如何建構一個案例式推理(Case Based Reasoning)的客戶服務專家系統(Customer Service Expert System)。在客服人員尋求問題解答參考時，利用K-鄰近值法(K-Nearest Neighbor，KNN)對客服問題進行案例庫擷取分類，增加客服人員尋找問題最佳解的效率及正確性。
並列摘要
The competitive environments that enterprises face become harsher and harsher. Enterprises have to not only consider the operating costs and profits, but also maintain the advantage of core competitiveness. Therefore, they have to go out and search for more efficient operation and management step by step, for the works of non-core competitiveness. Among the non-core competitiveness of enterprises, some or the entire information department functions can be reached easily through IT outsourcing service provider (ITOSP). It can solve the problems of the shortage of IT staffs of SMEs, the uneasy training to personnel, and so on. With the advance in information technology, the categories of hardware and software become numerous, and the speed of updating are faster, too. When IT outsourcing service providers serve for their clients, they will face different kinds of enterprise networks and the information environments. Usually, they will encounter new problems and issues that they have never met before. Besides, traditional paper working cannot accumulate the experience of the experts and the customer services. Meanwhile, it is also hard to compile the special situation of each client and the limits of exceptional environmental factors, and this makes IT outsourcing service providers can’t give their clients appropriate advice and plans. The main purpose of this study is to explore how the IT outsourcing service providers build a case based reasoning expert system for customer service. When customer services are searching solutions for references, they use K-Nearest Neighbor (KNN) Method to classify the problems of clients, raising the efficiency and the accuracy of searching the best solution.
參考文獻
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