CBR-ESiCA (Case-Based Reasoning - Expert System in Complaint Analysis)

• Main Author: Padeli, Wahidah
• Format: Final Year Project
• Language: English
• Published: Universiti Teknologi Petronas 2006
• Subjects: ZA Information resources
• Online Access: http://utpedia.utp.edu.my/6871/1/2006%20-%20CBR-ESiCA%20%28Case-Based%20Reasoning%20-%20Expert%20System%20in%20Complaint%20Analysis%29.pdf; http://utpedia.utp.edu.my/6871/

Many companies concern most about their level of customer complaints. The numbers of customer complaints are usually used as business performance indicator. A lot of companies handle a survey in order to get response or complaint from their customers and make an analytical study on it. In this research, the author has developed Case-Based Reasoning Expert System in Complaint Analysis (CBR-ESiCA) in order to automate all the processes involved in categorizing the customer complaints into particular complaint category. The scope of the research is customer complaints regarding to home care products. CBR-ESiCA categorizes customer complaints into one of eight key complaint categories. New complaints are solved by adapting previously successful solutions to similar complaints. The main objective of the system is to categorize customer complaints into particular complaint categories and generate report based on analytical study made.