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Research of Customer Service System Based on Knowledge Management

A framework of knowledge-based customer service system is presented in order to enhance the efficiency of enterprise customer service and to share the information within the enterprise. In the framework, the system is organized into five layers which include content layer, knowledge description layer, application layer, service layer and access control layer. The efficiency is improved because regular knowledge is structured organized, and it is easy to obtain accurate information through a XML query. The knowledge access control mode is presented based on RBC model. The system has been applied to Hangzhou haisheng limited company.