智慧型代理人Web Services整合平台－－客訴下游問題回饋為例

Web Services Integrated Platform using Intelligent Agent-A Case Study of Customer Complaint Problem Feedback

新產品開發設計和客訴下游問題是息息相關的，但整個問題回饋過程是相對上可能無效率和模糊的。產品客訴下游問題流程是一個具有複雜人類行為的情境流程，而物件導向系統分析不足以完全描述人類行為的情境流程，要在以web為平台來快速回應處理如此複雜的流程，可以代理人導向系統分析來描述人類行為的情境流程，以便可達到不同角色之間整合效率。客訴下游所提出的問題可能會不確定，因為這些問題的徵狀可能模糊，其原因更不容易清楚釐定，其模糊歸屬函數和直覺模糊將是提供處理不確定的資訊理解方法之一。在客訴下游問題回饋的複雜流程中，具有不同角色人員互動、多樣大量資料分散性和模糊性的特性下，本文提出一個以代理人導系統分析之模糊網路服務，來整合客訴下游問題回饋系統。這樣的系統建構貢獻有：1.以代理人導向系統分析來分析具有複雜人類行為的產品客訴下游問題回饋流程。2.以各角色代理人來執行Web service，以便正確、快速、效率地主動執行指定的工作，且不需要再個別自行建立和各角色之間的聯繫及進度追蹤機制等。3.將本身具有模糊性的回饋資訊，以直覺模糊歸屬函數形式來呈現其衡量模糊值的內容，並將此內容轉換成XML格式的網路服務。

The effect of a new product is relative to the problem of customer complaint, but the feedback process of the problem is inefficient and fuzzy. The problem of customer complaint for the product is a scenario process for the complicated human behavior. The object-oriented system analysis could not entirely describe the process of the human behavior. On the web platform, the agent-oriented system could analyze the scenario process of the human behavior integrated different roles. Because the symptom of the problem may be fuzzy and the cause is not easy to be clarified, the problem of customer complaint may not be identified. The fuzzy membership function and intuitionistic fuzzy will propose a method of fuzzy data. In the complicated process of the downstream customer complaint, a fuzzy web service based on agent-oriented system is proposed to integrate the feedback problem of customer complaint in this paper. The major contributions of this paper include: 1.The feedback problem of customer complaint could be analyzed by the agent-oriented system. 2. The agent will perform the web service efficiently without establishing a communication and tracing mechanism among different roles respectively. 3. The fuzzy feedback problem represents the fuzzy value by the intuitionistic fuzzy membership function and XML form for web service.