外文翻译-客户服务支持原文.docVIP

Data mining for customer service support Abstract In traditional customer service support of a manufacturing environment, a customer service database usually stores two types of service information: unstructured customer service reports record machine problems and its remedial actions and 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,