Difference Between DATA and KNOWLEDGE?
Data( raw, unprocessed, qualitative, quantitative) à Analyze
àinfo ( in use for decision making) à combined with expertise
àKnowledge ( to make worker more productive and automated system)
• Explicit Knowledge
§ Formally Stated
§ Potentially Available In Published Form
• Tacit Knowledge
§ Subconscious/Difficult To Articulate
§ Shared Through Personal Communication
• To Enable Human Agents to Work
§ Better
§ Faster
§ With More Customer-Satisfying Results
• To Create Automated Systems
§ As Good as the Best Human Agent
• A Knowledge Base
§ Is a Database of Information about a Specific Subject
§ Can be in the Form of Questions and Answers to Them
- . Information is the key that equips workers with knowledge to perform their tasks and on automated marketing programs of many kinds.
- information is obtained, are followed in steps, after the first steps are taken then the following information can be revealed in the next process.
- . integrated system in an attempt to make the process as quick and efficient
- Customer profile and database
- One time response- live chat if needed.
- done automatically, using many applications, all relying on event-driven software.
- following up with emails and questions.
- You need detailed set of guidelines for using knowledge from several sources to provide the products, services, and support customers need
- Processes have become the key unit of analysis for improving quality and for implementing automated systems. It is not the individual step in the process that is most important; it is the smooth functioning of the entire process that is critical for success.
- Problems with missing data: be patient, data can be obtained over time in the normal course of business. Infer if needed. The alternative is to exclude a consumer from any age-related promotion, if you’re not certain with age.
- TACIT KNOWLEDGE: knowledge that has not been articulated; often subconscious and relatively difficult to communicate to other people. Askjeeves.com allows user to makes their queries in natural language.
- EMAIL systems require both sophisticated technology and a great deal of customer-relevant knowledge to perform well.