Indexed by:Conference Paper

Date of Publication:2007-08-21

Included Journals:CPCI-S、EI

Volume:4682

Page Number:340-349

Key Words:topic map; social network analysis; knowledge navigation; explicit knowledge; tacit knowledge

Abstract:Rapidly increasing amount of mobile phone users and types of services leads to a great accumulation of complaining information. How to use this information to enhance the quality of customers' services is a big issue at present. To handle this kind of problem, the paper presents an approach to construct a domain knowledge map for navigating the explicit and tacit knowledge in two ways: building the Topic Map-based explicit knowledge navigation model, which includes domain TM construction, a semantic topic expansion algorithm and VSM-based similarity calculation; building Social Network Analysis-based tacit knowledge navigation model, which includes a multi-relational expert navigation algorithm and the criterions to evaluate the performance of expert networks. In doing so, both the customer managers and operators in call centers can find the appropriate knowledge and experts quickly and exactly. The experimental results show that the above method is very powerful for knowledge navigation.