一個支援日常營運的知識管理系統架構－－以本體論為基礎

A Knowledge Management System to Facilitate Daily Operations-based on Ontology

知識管理近年來已成為企業界及學術界相當重要的議題。然而，知識管理系統在企業中造成使用不高的部分原因，是因其會造成使用者額外輸入的負擔與缺乏一個標準的知識結構來幫助使用者之間的知識分享。本研究結合一些熱門的資訊技術，如本體論、智慧代理人、資料發掘等技術，以及組織記憶等觀念，提出一套完整的知識管理架構。本架構含括知識管理之產生、模式化、儲存、使用的階段，且提供一個整合的環境，容許公私知識存放的空間，可讓使用者搜尋必要知識以協助日常營運，同時也收集一些新知識，減輕使用者額外輸入知識的負擔。本研究並以銀行信用卡部門的客戶服務中心為例，在網路上實際製作一套知識管理系統，來驗證本架構的可行性。

In recent years, knowledge management has been a hot topic in both practical and academic fields. However, it is not easy to promote actual knowledge management system in business partly because users must need extra inputs and there is no standard knowledge structure to help knowledge sharing. This research has combined different prevailing techniques or ideas, such as ontology, intelligent agent, data mining and organizational memory to propose an integrated knowledge management framework. This framework covers generation, modeling, storage, and usage phases of knowledge management. It can provide an integrated environment to allow public and private knowledge storage spaces, help users search necessary knowledge to facilitate daily operations. In the meantime, it will also collect some new knowledge and alleviate the unnecessary input burden. Furthermore, we have constructed a prototype for the bank call center as a domain example to demonstrate the feasibility of this framework.