摘要
基于Lotus的企业B/S客户服务系统对提高企业的客户服务能力具有重要意义。分析了传统客户服务模式存在的不足,提出了新的客户服务系统的模型,该模型由相互独立又相互联系的外部服务系统和内部服务系统两部分组成。外部服务系统主要对用户的需求进行分析并做出响应,内部服务系统一方面为外部系统提供知识,另一方面负责处理外部系统接收的用户建议和意见,并形成知识存放在内部知识库中。同时分析了Lotus在Web开发及安全保障上的特点,并从知识库的建立和知识的检索上列举了Lotus对客户服务系统的支持。
A client service management system based on Lotus is significant in improving client-severing abilities.This paper analyses disadvantages of traditional client-service system and put forwards a new model,which is composed of two independent but related sub-systems,inside system and outside system.The main tasks of the outside sub-system are to receive the users requirements and give response immediately.One task of the inside sub-system is to support knowledge for the outside sub-system,another task is to deal with the users advices and suggestions and form suitable knowledge stored in inside knowledge base.It also analyses the characteristics of Lotus in web application development and security,and lists the supporting in constructing and retrieval of knowledge base.
出处
《江苏工业学院学报》
2004年第2期47-50,共4页
Journal of Jiangsu Polytechnic University
基金
江苏工业学院科技基金资助
