데이터마이닝과 온톨로지에 기반한 VOC(voice of customer) 사례베이스 구축
Constructing a VOC case base Utilizing Data mining and Ontology
데이터마이닝 온톨로지 VOC;
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As the importance of customer satisfaction management has increased recently, enterprises are required to have the ability of accumulation and management of customers' needs and complaints. If they can make use of these information actively to find how to deal with customers' needs and complaints, the efficiency of enterprise will be surely improved. Therefore, the information which includes customers' complaints and opinions about their buying products or services is very useful and it will be a basic source to understand customers' characteristics. It is the Voice of Customer (VOC) and many enterprises do their best to collect and analyze it. The VOC is used for identifying customers' needs and resolving their complaints. Also it gives a chance for enterprises to prevent potential problems in advance that might arise. The VOC system therefore should be able to classify and utilize the VOC data easily, but many enterprises could not get useful information yet. This study proposed a new framework for constructing ontology and VOC case base from a large VOC database of 'S' Life Insurance company. Using this framework, the prototype system for the target company was constructed and implemented.
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