A Case Based e-Mail Response System for Customer Support

Yoon, Young-Suk,Lee, Jae-Kwang,Han, Chang-Hee Korea Intelligent Information System Society 2003 한국지능정보시스템학회 학술대회논문집 Vol.9 No.2

Due to the rapid growth of Internet, means of communication with customers in a traditional customer support environment such as telephone calls are being replaced by mainly e-mail in a Web-based customer support system. Although such a Web-based support is efficient and promises potential benefits for firms, including reduced transaction costs, reduced time, and high quality of support, there are some difficulties associated with responding to many types of customer's inbound e-mails appropriately. As many types of e-mail are received, considerable attention is being paid to methods for increasing the efficiency of managing and responding e-mails. This research proposes an intelligent system for managing customer's inbound e-mails in organizations by applying case based reasoning technique for responding to various customers' inbound e-mails more effectively. In this approach, a case is represented as a frame-typed data structure corresponding to an inbound e-mail, keywords, and its reply e-mail. In the retrieval procedure, keywords and affinity set is developed to index a case, and then the case is represented as a vector, a case vector. Also, cosines value is calculated to measure the similarity between a new inbound e-mail and the cases in the case base. In the adaptation procedure, we provide several adaptation strategies to adapt and modify the retrieved case. The strategies guide to make an outbound e-mail using product databases, databases for customer support, etc. Additionally, the Web-based system architecture is proposed to implement our methodology. The proposed methodology and system will be helpful for developing more efficient Web-based customer support.

Building Intelligent User Interface Agent for Semantically Reformulating User Query in Medicine

Yang, Jung-Jin,Lim, Chae-Myung,Chu, Sung-Joon,Lee, Dong-Hoon,Park, Duck-Whan,Park, Tae-Yong Korea Intelligent Information System Society 2003 한국지능정보시스템학회 학술대회논문집 Vol.9 No.2

Achieving the beneficiary goal of recent discovery in human genome project still needs a way to retrieve and analyze the exponentially expanding bio-related information. Research on bio-related fields naturally applies knowledge discovered to the current problem and make inferences to extract new information where shared concepts and data containing information need to be defined and used in a coherent way. In such a professional domain, while the need to help users reduce their work and to improve search results has been emerged, methods for systematic retrieval and adequate exchange of relevant information are still in their infancy. The design of our system aims at improving the quality of information retrieval in a professional domain by utilizing both corpus-based and concept-based ontology. Meta-rules of helping users to make an adequate query are formed into an ontology in the domain. The integration of those knowledge permits the system to retrieve relevant information in a more semantic and systematic fashion. This work mainly describes the query models with details of GUI and a secondary query generation of the system.

Fuzzy based Intelligent Expert Search for Knowledge Management Systems

Yang, Kun-Woo,Huh, Soon-Young Korea Intelligent Information System Society 2003 한국지능정보시스템학회 학술대회논문집 Vol.9 No.2

In managing organizational tacit knowledge, recent researches have shown that it is more applicable in many ways to provide expert search mechanisms in KMS to pinpoint experts in the organizations with searched expertise. In this paper, we propose an intelligent expert search framework to provide search capabilities for experts in similar or related fields according to the user′s information needs. In enabling intelligent expert searches, Fuzzy Abstraction Hierarchy (FAH) framework has been adopted, through which finding experts with similar or related expertise is possible according to the subject field hierarchy defined in the system. To improve FAH, a text categorization approach called Vector Space Model is utilized. To test applicability and practicality of the proposed framework, the prototype system, "Knowledge Portal for Researchers in Science and Technology" sponsored by the Ministry of Science and Technology (MOST) of Korea, was developed.

Handling Incomplete Data Problem in Collaborative Filtering System

Noh, Hyun-Ju,Kwak, Min-Jung,Han, In-Goo Korea Intelligent Information System Society 2003 한국지능정보시스템학회 학술대회논문집 Vol.9 No.2

Collaborative filtering is one of the methodologies that are most widely used for recommendation system. It is based on a data matrix of each customer's preferences of products. There could be a lot of missing values in such preference data matrix. This incomplete data is one of the reasons to deteriorate the accuracy of recommendation system. There are several treatments to deal with the incomplete data problem such as case deletion and single imputation. Those approaches are simple and easy to implement but they may provide biased results. Multiple imputation method imputes m values for each missing value. It overcomes flaws of single imputation approaches through considering the uncertainty of missing values. The objective of this paper is to suggest multiple imputation-based collaborative filtering approach for recommendation system to improve the accuracy in prediction performance. The experimental works show that the proposed approach provides better performance than the traditional Collaborative filtering approach, especially in case that there are a lot of missing values in dataset used for recommendation system.

A Knowledge based Interaction idea Categorizer for Electronic Meeting Systems

Kim, Jae-Kyeong,Lee, Jae-Kwang Korea Intelligent Information System Society 2000 한국지능정보시스템학회 학술대회논문집 Vol.6 No.2

Research on group decisions and electroinc meeting systems have been increasing rapidly according to the widespread of Internet technology. Although various issues have been raised in empirical research, we will try to solve an issue on idea categorizing in the group decision making process of elecronic meeting systems. Idea categorizing used at existing group decision support systems was performed in a top-down procedure and mostly participants\` by manual work. This resulted in tacking as long in idea categorizing as it does for idea generating, clustering an idea in multiple categories, and identifying almost similar redundant categories. However such methods have critical limitation in the electronic meeting systems, we suggest an intelligent idea categorizing methodology which is a bottom-up approach. This method consists of steps to present idea using keywords, identifying keywords\` affinity, computing similarity among ideas, and clustering ideas. This methodology allows participants to interact iteratively for clear manifestation of ambiguous ideas. We also developed a prototype system, IIC (intelligent idea categorizer) and evaluated its performance using the comparision experimetn with other systems. IIC is not a general purposed system, but it produces a good result in a given specific domain.

Case-Based Reasoning Support for ERP Pre-Planning

Kwon, Suhn-Beom,Shin, Kyung-shik Korea Intelligent Information System Society 2003 한국지능정보시스템학회 학술대회논문집 Vol.9 No.2

A project planning is one of the most important processes that determines success and failure of the project. A pre-project planning is also essential job for information system implementations at the early stage of project planning, especially for management information system like ERP. However, pre-project planning is very difficult, because lots of factors and their relationships should be considered. Pre-project planning of ERP implementation has been done by project manager's own knowledge and experiences. In this article, we propose a system that help project manager to make a pre-project plan of ERP project with case-based reasoning(CBR) framework. The proposed CBR system saves previous cases of ERP pre-project planning in the case base. Then, the system finds the most similar case with the current pre-project planning problem. Project manager can make a pre-project plan by adjusting the most similar case. From the interview with project managers, we collect some field cases of ERP implementation. We organized these cases by using XML(Extensible Markup Language), which is good for representing hierarchical information. XML gives us some flexibilities to correct and maintain cases. We make a prototype system, PPSS(Project Planning Support System) that help project manager to make a pre-project plan of ERP implementations. The object of the system is to support project manager to make a pre-project plan of ERP. We hope the result of the study can be applied to other information systems. Our research would be extended to cover other stages of project planning.

Successful ERP Operations: Process Integration Perspectives and an Agent-Based Support System

Park, Kwang-Ho Korea Intelligent Information System Society 2003 한국지능정보시스템학회 학술대회논문집 Vol.9 No.2

Any ERP system pushes a company toward full process integration and solves the fragmentation of information. However, the tight process integration can propagate and magnify mistakes made in one department into the other departments in real time. Thus, it can be posited that a central support system for the coordination can help ERP users and administrators dig out problems, take care of tedious validation and verification, and maintain process integration of ERP with great consistency. This paper proposes an agent-based ERP operations support system (EOSS) that aims at achieving and maintaining process integration of ERP at the highest level possible. With EOSS, the process integrity is monitored, with anomalies prevented as early as possible and repaired as precisely as possible.

Self-Evolving Expert Systems based on Fuzzy Neural Network and RDB Inference Engine

Kim, Jin-Sung Korea Intelligent Information System Society 2003 한국지능정보시스템학회 학술대회논문집 Vol.9 No.2

In this research, we propose the mechanism to develop self-evolving expert systems (SEES) based on data mining (DM), fuzzy neural networks (FNN), and relational database (RDB)-driven forward/backward inference engine. Most researchers had tried to develop a text-oriented knowledge base (KB) and inference engine (IE). However, this approach had some limitations such as 1) automatic rule extraction, 2) manipulation of ambiguousness in knowledge, 3) expandability of knowledge base, and 4) speed of inference. To overcome these limitations, knowledge engineers had tried to develop an automatic knowledge extraction mechanism. As a result, the adaptability of the expert systems was improved. Nonetheless, they didn't suggest a hybrid and generalized solution to develop self-evolving expert systems. To this purpose, we propose an automatic knowledge acquisition and composite inference mechanism based on DM, FNN, and RDB-driven inference engine. Our proposed mechanism has five advantages. First, it can extract and reduce the specific domain knowledge from incomplete database by using data mining technology. Second, our proposed mechanism can manipulate the ambiguousness in knowledge by using fuzzy membership functions. Third, it can construct the relational knowledge base and expand the knowledge base unlimitedly with RDBMS (relational database management systems) module. Fourth, our proposed hybrid data mining mechanism can reflect both association rule-based logical inference and complicate fuzzy relationships. Fifth, RDB-driven forward and backward inference time is shorter than the traditional text-oriented inference time.

Mining Association Rules of Credit Card Delinquency of Bank Customers in Large Databases

Lee, Young-Chan,Shin, Soo-Il Korea Intelligent Information System Society 2003 한국지능정보시스템학회 학술대회논문집 Vol.9 No.2

Credit scoring system (CSS) starts from an analysis of delinquency trend of each individual or industry. This paper conducts a research on credit card delinquency of bank customers as a preliminary step for building effective credit scoring system to prevent excess loan or bad credit status. To serve this purpose, we use association rules as a rule generating data mining technique. Specifically, we generate sets of rules of customers who are in bad credit status because of delinquency by association rule mining. We expect that the sets of rules generated by association rule mining could act as an estimator of good or bad credit status classifier and basic component of early warning system.

Elicitation of Collective Intelligence by Fuzzy Relational Methodology

주영도,Joo, Young-Do Korea Intelligent Information System Society 2011 지능정보연구 Vol.17 No.1

집단지성은 개인들의 협업과 경쟁을 통한 공통이해에 기반한 생산으로서 대중의 지혜를 창출하는 개별 지성들의 통합체라고 할 수 있다. 집단지성의 활용은 공개와 공유 그리고 참여의 기본 철학을 갖고 있는 웹 2.0의 주요한 설계원칙으로 자리잡은 후로, 이와 관련된 연구가 다양하게 진행되고 있다. 이 논문은 개인들간의 관계와 상호작용에 대한 인식을 기반으로 집단지성을 밝혀보려는 방법론을 제안한다. 응용대상은 정보검색과 분류 분야이며, 개인지성의 표현과 도출을 위해 개인 컨스트럭트 이론과 지식 그리드 기법에 퍼지관계이론을 적용한다. 개인의 개별적인 지성은 헤세 다이어그램의 형태로 구현된 지성 구조로 표현하여 내재된 지식적인 의미를 분석한다. 논문의 목적인 집단지성의 도출은 개인지성들의 비교를 통해 상호간 공유와 일치를 찾아낼 수 있는 유사성 이론의 도입에 의해 이루어진다. 제안하는 방법론은 퍼지관계 이론 및 퍼지 매칭 알고리즘을 기반으로 실험 데이터로부터 유사성을 측정하고, 개인지성들을 대표할 수 있는 최적의 집단지성을 이끌어내고자 한다. The collective intelligence is a common-based production by the collaboration and competition of many peer individuals. In other words, it is the aggregation of individual intelligence to lead the wisdom of crowd. Recently, the utilization of the collective intelligence has become one of the emerging research areas, since it has been adopted as an important principle of web 2.0 to aim openness, sharing and participation. This paper introduces an approach to seek the collective intelligence by cognition of the relation and interaction among individual participants. It describes a methodology well-suited to evaluate individual intelligence in information retrieval and classification as an application field. The research investigates how to derive and represent such cognitive intelligence from individuals through the application of fuzzy relational theory to personal construct theory and knowledge grid technique. Crucial to this research is to implement formally and process interpretatively the cognitive knowledge of participants who makes the mutual relation and social interaction. What is needed is a technique to analyze cognitive intelligence structure in the form of Hasse diagram, which is an instantiation of this perceptive intelligence of human beings. The search for the collective intelligence requires a theory of similarity to deal with underlying problems; clustering of social subgroups of individuals through identification of individual intelligence and commonality among intelligence and then elicitation of collective intelligence to aggregate the congruence or sharing of all the participants of the entire group. Unlike standard approaches to similarity based on statistical techniques, the method presented employs a theory of fuzzy relational products with the related computational procedures to cover issues of similarity and dissimilarity.