Author(s)

M. Gottgtroy & P. Gottgtroy

Abstract

Ontologies, CRM, Data Mining: How to integrate? M. ~ottgtroy' & P. ~ottgtroy~ 1 Information Systems and Operations Management Department Centre of Digital Enterprise, University of Auckland, New Zealand 2 Knowledge Engineering and Discovery Institute, Auckland University of Technology, New Zealand Abstract Customer Relationship Management (CRM) systems rely in providing better information services to a population of end users/customers. A typical service of a CRM solution is to provide to a consumer access to a FAQ system to get advice on commonly occurring product problems. The CRM solution also typically supports direct communication with users, such as email communication, allowing the users to make requests for information via emails and, in some cases, receiving automatically generated responses to those emails. Providing information to users implies in access, and integration of diverse and distributed sources of information. On the other hand, the information collected from theses sour

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