၍๙ྐྛြग़ڛༀ༢ᇏ໓Ч࠺֥ᆩ്ؿགྷႋႨ࣮ ᅋေğ၍๙ྐ൧ӆऎႵޓૼཁ֥ܿଆིႋđࣇࣇ൞ग़ඔਈ֥ᄹն൞ჹჹ҂ܔ֥đؓఒြটࢃग़ᆩ്Ҍ൞ᆇᆞႵࡎᆴ֥b၍๙ྐྛြ֥ग़ڛༀ࠺ᇏ໓Чྐ༏ᅝႵࢠն֥бᇗbଢభđՖ໓Чྐ༏࠺ᇏؿགྷग़ᆩ്൞ྐ༏ԩඌ֥ᇗေ࣮ٚཟᆭ၂đ္൞၍๙ྐྛग़ڛༀ༢֥ؿᅚсಖ൝b ܱՍğग़ڛༀđ໓Чऊোđᆩ്ؿགྷ Ėႄ ၍๙ྐྛြ൞ݓ୍࣍টቋऎؿᅚࠃ৯֥Ӂြᆭ၂đ ୍ᇀ ୍Ⴥ୍ࡗđྛြႨሹඔၛ୍न ֥؇ᄹӉb၍๙ྐ൧ӆऎႵޓૼཁ֥ܿଆིႋđग़ܿଆؓႿ၍๙ྐᄎႏഅࠆ֤ӻ࿃ࣩᆚႪ൝ఏሢᇀܱᇗေ֥ቔႨbଢభđᄎႏഅ০Ⴈህࡅ༢aग़ޫࢡᇏྏট൬ࠢग़ྐ༏đ൞ᆃུྐ༏༢ᆺൌགྷਔग़ᆩ്֥రҪoሄpbႵܱሧਘ࠹іૼđग़ڛༀᇏྏ෮ࢤ֥֞߅a*OUFSOFU֩ٚൔ֥໙ีሦ< >࿘ࠇႨුᇏႵ ൞ၘࣜࢳथݖ֥bᆃࣼၩሢೂݔࡼᆃུ໙ีࣉྛޓݺ֥ᆜ֤ԛѓሙճσުđোර֥࿘໙൞ॖၛޓॹ֤֞ճگ֥đ္ॖၛࡨഒᄎႏഅ֥Фුੱbᆩ്ؿགྷࣼॖၛޓݺ֥ࢳथᆃဢ֥໙ีđննิۚఒြग़ڛༀ༢֥ᄎྛིੱbၹՎđೂޅؿགྷ၍๙ྐྛြग़ڛༀ༢ᇏ֥ᆩ്ؓႿఒြ֥ؿᅚႵሢᇗေ֥གྷൌၩၬb 2၍๙ྐྛြ֥ग़ڛༀ༢ < >၍๙ྐྛြ֥ग़ڛༀ༢ିܔປӮු൳aࡹၰ൳aြༀ൳aሦ࿘൳aҰ࿘൳֩ြༀđൌൈaປᆜֹ൬ࠢग़ྐ༏đູग़ิ܂ਅݺ֥ڛༀb༢ᇶေ൞ࠢᇏԩರӈြༀᇏԛགྷ֥۲ᇕ໙ีđࡼ൬֥ࠢ֞۲ᇕඔऌࣉྛٳোᆜđطીႵؓྐ༏ࣉྛ႘ഝaऊোaܱ৳ྟٳ༅֩ԩၛྙӮॖၛᆷ֝ఒြࣜႏൌ֥ग़ᆩ്bग़ᆩ്҂ࣇࣇ൞ग़֥ြༀሦ࿘ބڛༀුđఃᇏ߶թᄝሢޓ؟ؓఒြؿᅚႵ০֥൧ӆྐ༏ބࣩᆚؓ൭֥ྐ༏b ၍๙ྐྛြग़ڛༀ༢֥ ग़ڛༀಣཌ൞ഡᄝസ၂ࠩ܄ඳ֥đᄝസ܄ඳ֥ ग़ڛༀᇏྏ൞οᅶ҂֥Ӭ൧ࣉྛቆљ֥߃ٳb֒Ⴈࡼ߅յೆ༢đ༢߶۴ऌݼ֥Ӭ൧หᆘሱࢤೆཌྷႋ֥ቆଽbڛༀದჴ߶࣐৯߭ճग़֥໙ีሦ࿘ބࢤ൳ग़֥ၩބࡹၰbೂݔग़ิԛ֥໙ี൞ग़ڛༀದჴم֒ൈࢳճ֥đᆃൈީڛༀದჴࣼ߶ൌൈแཿoႨුԩֆpđൈ༢߶ࡼුֆᆰࢤԮ֞൧ࠩ܄ඳ֥ग़ڛༀᇏྏč Ďbቋުđ൧ࠩ܄ඳေᄝ ཬൈଽࡼԩࢲݔّঌ۳സ܄ඳb ၍๙ྐྛြग़ᆩ്֥ࢸק ҂֥ྛြؓႿग़ᆩ്֥ࢳބࢸק൞҂֥b၍๙ྐ൞ׅ֥ڛༀྟྛြđఃӁބڛༀऎႵ௴ࠣྟaܼٗྟaൌൈྟ֩ྛြหׄbࡼ၍๙ྐྛြ֥ग़ᆩ്קၬູğՖ၍ᄎႏഅ֥൧ӆࣩᆚބग़ડၩӱ؇֥࢘؇টुր֥Ⴕܱग़֥ᆩ്֥ࠢކđ൞Ⴎग़֥ࠎЧᆩ്ބეၬᆩ്ਆ҆ٳቆӮ֥bఃᇏग़֥ࠎЧᆩ്Їওğग़ྠaྟљa৳༢߅aग़ࠩљ֩Ġग़֥ეၬᆩ്Їওğग़ّঌোaّঌଽಸaّঌྐ༏ԩࢲݔaग़ડၩӱ؇aّঌ൳ൈࡗ֩bھקၬႨൔč Ďіൕູğ CNM č Ď =++E+K+C+R+S+TknowabcdefghఃᇏCູग़ᆩ്֥ࠢކĠNčB đ đ lđOĎіൕग़ྠĠMčC đ đ lđOĎіൕ৳༢knowab߅ĠEčD đ đ lđOĎіൕग़ࠩљĠKčE đ đ lđOĎіൕग़ّঌোĠCčF đ đ lđcdeOĎіൕّঌऎุଽಸĠRčG đ đ lđOĎіൕّঌྐ༏ԩࢲݔĠSčH đ đ lđOĎіൕग़ડfgၩӱ؇ĠTčI đ đ lđOĎіൕّঌ൳ൈࡗb hఒြग़ڛༀ༢ᇏ֥ྐ༏൞ၛਆᇕٚൔթᄝğඔऌྐ༏ބ໓Чྐ༏b၍๙ྐྛြ֥ग़ڛༀ࠺൞ਆ 1
ᇕሑѩթ֥đοᅶč Ďൔקၬ֥ग़ᆩ്đఃᇏNaMaEaTඋႿඔऌྐ༏đKaCaRaSabchdefg< >උႿ໓Чྐ༏bඔऌྐ༏ॖၛ০Ⴈඔऌ९ᆩ്ؿགྷč,%%Ď֥ނྏඌiiඔऌडࣉྛޓݺ֥ԩbൌ࠽ഈđ< >໓Чোྐ༏෮Їݣ֥ᆩ്ಸਈສສ۷նbႵ࠹࣮іૼđ၂۱ఒြ֥ྐ༏ᇏႵ Їݣᄝ໓Чᇏbᄝఒြ֥ग़ڛༀ༢ᇏ໓Чোྐ༏္ᅝਔཌྷ֒ն֥бᇗđೂग़ြༀሦ࿘aڛༀුၛّࠣঌԩ࠺֩උႿЧ໓োྐ༏bᆃུ໓Чྐ༏ં൞ᄝࢲܒഈߎ൞ᄝٳ༅ԩ֥ٚمഈđაඔऌྐ༏Ⴕޓն֥ҵљb ၍๙ྐྛြ໓Чোᆩ്֥ሇ߄ ໓Чड൞ᇕׅ֥٤ࢲܒ߄ඔऌडđ൞၂ཛሸކඌđടࠣඔऌडaྐ༏෬aᆩ്ܵ֩ᇭ؟ਵ< >თb໓Чड֥ᇶေඌЇওğหᆘิ౼aᇶีѓႄa໓Чٳোa໓Чऊোaሱᅋေbఃᇏหᆘิ౼൞໓Чड֥ࠎԤđ္൞໓Чड֥ׄᆭ၂b ཟਈॢࡗଆč74.Ďٚم൞Ⴎ4BMUPO࢝൱ᄝ ୍ิԛ֥ႨႿࣉྛ໓Ч֥หᆘิ౼bھٚم൞୍࣍টႋႨࢠ؟ིݔࢠݺ֥ٚمᆭ၂đఃނྏ൞ࡼ໓Чྐ༏֥໙ีሇ߄ູॢࡗᇏ֥ཟਈ໙ีđᄜ০Ⴈཌྷܱ֥< >ඔऌडٚمࣉྛᆩ്֥ิ౼bھٚمႨඔ࿐ეіൕೂ༯ğ D=(T,W;T,W;";T,W)đఃᇏđTູ໓ЧDᇏֻK۱ܱՍđWູܱࠧՍTᄝ໓Чᇏ֥ಃii1i1i2i2ininijiijijᇗbಃᇗW֥࠹ෘ๙ӈҐႨ҃غݦඔa5'*%'ݦඔaՍݦඔ֩bႋႨቋ௴ђིݔቋݺ֥൞5'*%'ݦඔđࠧijDTFIDF(T,D)=TF(T,D)∗logđఃᇏTսіଖ၂۱หק֥ՍđDіൕھՍ෮ᄝ֥໓ЧđijijijDF(T)iTF(T,D)іൕTᄝ໓ЧDᇏԛགྷ֥ੱđDіൕࠢᇏ෮Ⴕ໓Ч֥ඔଢđDF(T)іൕЇݣՍT֥໓ijijiiDЧඔđlogູࠧIDF(T)ᆴđTFIDF(T,D)ᄵູ෮࠹ෘ֥Tᄝ໓ЧDᇏ֥ಃᇗb5'*%'ݦඔ֥ಌiijijDF(T)i< >ׄᄝႿޭਔหᆘՍᄝ໓ᇏ෮ԩ໊֥ᇂބหᆘՍ֥Ӊ؇֩ᇗေ֥ྐ༏b ၍ग़ڛༀ࠺൞၂ᇕࡥֆ֥໓Ч࠺đఃࡥֆྟіགྷᄝၛ༯ࠫׄğ a໓Чሳඔഒđૄ၂ٺ࠺ഒᄵ ࠫ۱ሳđ؟ᄵ҂ӑݖ ሳb a໓Чᇏ෮ႵՍ໊֥ᇂಃඔ൞၂ဢ֥b aଽಸ๙aࡥֆđՍӉ҂߶႕ཙडིݔb aႮႿڛༀ༢Чദ߶࠺ग़֥ྠa߅ݼၛࠣڛༀൈࡗ֩ྐ༏đၹՎ҂Ⴈؓྠބඔሳྐ༏ࣉྛห൹֥ԩđު࿃აܛ৫֥ׄԩ၂ѩࣉྛbग़ڛༀ࠺֥ࡥֆྟ֤ॖၛޭਔ5'*%'ݦඔ֥ಌׄđॖၛ࿊Ⴈڿٚمটಒקಃᇗݦඔđၛࠆ֤۷ູሙಒ֥ࢲݔb Ⴟ໓Ч࠺֥ࡥֆหྟđӇ൫০Ⴈࡥ߄֥74.ٚمࣉྛ໓Ч֥ԩđᄝ০ႨٳՍඌԩުđ০Ⴈ၍ྛြ֥ཌྷܱᆩ്ܱؓՍࣉྛԚՑೱ࿊đᄝඔऌࢆົԩᆭభࡨഒ۽ቔਈbቔູ২ሰЧ໓ෛࠏ็࿊ਔ9၍๙ྐႵཋᄳ܄ඳ:൧ٳ܄ඳग़ڛༀ࠺ᇏ֥ ٺቔၛ༯ඪૼbҐႨՍݦඔট࠹ෘหᆘՍ֥ಃᇗbࡼᆃ ٺ໓Чקၬູğ D={DđDđDđDđD} č Ď 12345০Ⴈ W č൫ႨЧĎؓ໓Чࣉྛԩđޭඔሳބൈࡗֆ໊đ֤֞і ֥ࢲݔčࣇਙൕభ ໊ܱՍĎb ఃᇏđݼູ a a a a a ֥ՍࠇሳඋႿྴՍđ҂ቔູหᆘՍĠoႨčग़Ďp൞໓Чᇏؓ൳ؓའ֥၂ᇕӫޫđ҂թᄝൌ࠽ၩၬđ҂ቔູหᆘՍbቋު࿊ᄴoٮčඔऌ๙ྐٮa߅ٮĎpaoґਮpaoྐݼpູหᆘՍbၹՎđᆃ ٺ໓ЧܒӮ֥ࠢކ%ॖၛіൕູ D={ٮčඔऌ๙ྐٮa߅ٮĎđ7Ġґਮđ6Ġྐݼđପહč Ďൔࣼॖၛіൕູඔऌਙі b 3} 2
і ໓Чԩࢲݔ ܱՍࠇሳ ݼ ܱՍࠇሳݼ ඔඔ Ⴈčग़Ď ᄝ ֥ Ⴕܱ ٮčඔऌ๙ ٮa߅ٮĎ ھ Ұ࿘ ൞ ّ႘ ґਮ ҆ ๙ྐ ྐݼ і ࠢ%֥ཟਈіൕ % % % % % ٮčඔऌ๙ྐٮa ߅ٮĎ ґਮ ྐݼ ၍๙ྐྛြग़ᆩ്֥ؿགྷ 9၍๙ྐႵཋ܄ඳ:൧ٳ܄ඳؓఃग़ڛༀ࠺οᅶّঌোٳӮਔ োđቋ֥࣍ ٺ࠺ֆ ఃᇏ: ൧ٳ܄ඳ ୍ग़ڛༀ࠺նჿႵ ٺቐႷđ ୍Ⴕ ٺቐႷ
࠹ཁൕğ߅ٮč Ďaຩ č Ďaڛༀཛଢč ĎaြༀႨč ĎaᆦӪ༢č Ďaवোြༀč Ďaڛༀᇉਈč Ďaॴڛༀč Ďaނൌԩč ĎbՖഈඍٳোॖၛुԛđଖུোᄝ࣍ਆ୍ଽીႵුྐ༏đطoނൌԩpো֥Фුඔਈᅝ֞ਔሹඔ֥ đ൞ᆃဢ֥ӫ໌oނൌԩpđંؓఒြ֥ग़ڛༀ༢ᇉਈ֥ิۚߎ൞ఒြࣜႏଆൔ֥ڿࣉѩીႵൌ࠽֥ၩၬbၹՎđႵсေؓնਈ֥ग़࠺ࣉྛᇗྍ֥ٳোđႮႿყ༵ѩ҂ିಒקোљඔđඋႿ၂ᇕࡓൔ֥࿐༝đ္ࣼ൞ඔऌडᇏ֥ऊোٳ༅ٚمb෮໌ऊোٳ༅ࣼ൞Ϝᆜ۱ඔऌٳӮ҂֥ቆđѩቆࡗҵएնቆଽҵएཬb < >໓ЧऊোᇶေႵਆᇕٚمđࠧҪՑऊোمބ߃ٳऊোمč, NFBOTمĎbਆᇕٚم֥ቋնљ൞, NFBOTٚمླေყ༵ಒק၂۱ऊোඔଢ,bط,ᆴ֥࿊౼߶ᆰࢤ႕ཙ໓Чऊো֥ࢲݔބᇉਈbေؓᆃུ໓Чࡀࣉྛऊোđ൙༵ؓႿোљඔଢޓಒק၂۱бࢠሙಒ֥ܙ࠹ᆴđၹՎđູਔЌᆣऊোࢲݔ֥ሙಒྟđ࿊ႨҪՑऊো֥ٚمbھٚم֥ऊো҄ᇧೂ༯ğ aࡼࠢކ%ᇏ֥ૄ၂۱໓ࡱुቔ൞၂۱ऎႵֆӮჴ֥՛ࠢđᆃུ՛ࣼܒӮਔ%֥၂۱ಕࠢC={C,"C,"C}Ġ 1in a࠹ෘ$ᇏૄؓ՛(C,C)ᆭࡗ֥ཌྷර؇sim(C,C)đఃᇏཌྷර؇֥࠹ෘ๙ӈҐႨ՛ࡗ֥एݦඔčࠫijij֣एaૼॉථࠎएaણݗฌए֩Ďđࠇཟਈࡃ֥࢘Ⴥ༿ᆴĠ a࿊౼ऎႵቋնཌྷර؇֥՛ؓ(C,C)
ѩࡼఃކѩູ၂۱ྍ֥՛C=C∪CđՖطܒӮਔ%֥၂۱ྍ֥ಕijkijࠢC={C,"C,"C}Ġ 1in−1 aᇗگഈඍ҄ᇧđᆰ֞$ᇏᆺഺ༯၂۱՛ࠇᆀ൞ղ֞ଖ۱่ࡱ֥ཋᇅູᆸb < >(c)(c) aҐႨऊোࡎᆴᆷඔޙਈऊোᇉਈႪਜbࡌഡEބEٳљіൕD۱ऊোؓႿหᆘKބ෮Ⴕหᆘ֥༂ҵބđj(c+1)(c+1)ᄵऊোࡎᆴᆷඔRބRॖіൕೂ༯ğ j(c)(c+1)(c)(c+1)E−EE−Ejj(c+1)(c+1)R=[n−(c+1)] R=[n−(c+1)] j(c+1)(c+1)EEj(c+1)(c+1)ऊোࡎᆴᆷඔRބRіൕਔؓႿO۱ဢЧD۱ऊোሇ߄ູD ۱ऊোൈဢЧॢࡗଽ۲ऊো֥ሹ֥j༂ҵ֥ࡨഒਈb ࿃ؓі ֤֥֞໓Ч֥ཟਈࠢކࣉྛऊোđႿ໓ЧࠢဢЧඔਈࢠཬđЧ໓ҐႨधؓᆴएট࠹ෘ 3
nཌྷර؇đࠧd=c−cđऊোݖӱೂ༯і ᇀі ෮ൕb ij∑kikjk=1 і ཌྷܱइᆔ % % % % % % % % % % ႮႿइᆔ൞ؓӫ֥đ෮ၛᆺ౼ؓ࢘ཌഈ֥၂϶bᄝՎइᆔᇏđ՛ࡗ֥ཌྷܱܱ༢ᇏቋ؋एູE đ đᆃဢࣼࡼ% ބ% ൮ູ༵݂၂োbطުࡼഈ૫֥इᆔࣉྛᇗྍ֥ڿᄯđఃᇏd[1,(4,5)]=min[d,d]=min(8,7)=7minđၛՎোٳљ࠹ෘd[2,(4,5)]ބd[3,(4,5)]đ֤ԛՑ၂ࠩ(1,4)(1,5)ඣ֥ཌྷܱܱ৳इᆔđೂі ෮ൕb і ཌྷܱइᆔ % % % %č a Ď % % % %č a Ď і ᇕएቋཬᆴູd=2đࡼ% ა%č đ Ďູ݂၂োđοᅶഈඍϷمࡼइᆔࣉྛᄜՑ֥ڿᄯđ֤֞(3,(4,5))і b і % % %č đ đ Ď % % %č a a Ď ՎՑइᆔᇏ֥ቋཬᆴູ đაՎႵܱ৳֥ٳູ၂োđ༢č đ đ đ Ďđቋᇔࡼ෮Ⴕ֥໓ЧॖၛᇯՑ֥݂ѩູ၂োb οᅶླေđ֤ԛ෮ေ֥ٳোđᄝᆃ ۱໓Чᇏđ۴ऌ၍ྛြ֥ཌྷܱᆩ്đॖၛٳো োđࠧ% đ% ބ%č đ đ Ďbఃᇏ% োູ߅ٮුđ% ູຩྐݼුđ%č đ đ Ďູґਮြༀ֥ුb ๙ݖഈඍٳোđॖၛुԛᄝ࣍௹֥ग़ڛༀ࠺ᇏđؓႿґਮြༀ֥ሦ࿘ބුྐ༏൞ཌྷؓбࢠ؟֥bሔҰჰၹॖၛؿགྷđґਮ൞ᇏݓ၍ᄝ ୍Ҍष๙֥၂ཛྍ֥ᄹᆴြༀđંᄝඌൌགྷބڛༀ༢ഈಒൌթᄝሢޓ؟֥׳ބ҂ቀđ൞ሱՖґਮष๙ު֤֥ܼ֞ն၍Ⴈ֥ౝᩥđႨඔଢᄹࡆđھཛြༀ۳ᇏݓ၍ᄹࡆਔ҂ཬ֥൬ೆbၹՎఒြႵсေᄝھٚ૫ࡆնದ৯a৯֥ೆđြༀປđၛิۚग़ડၩӱ؇b ࢲඏე ၍๙ྐྛြग़ڛༀ༢ᇏ֥ᆩ്ၘࣜӮູఒြൌགྷఃग़ࡎᆴ֥ނྏߌࢫđᆺႵൌൈֹؿགྷaෆࠢaᆜބ۷ྍग़ᆩ്Ҍିܔൌགྷᆩ്ᄝఒြᇏ֥ۚ؇܋ཚđࣉطӁളӻ࿃൳ၭ֥ग़ܱ༢৽đ֤֞۷ۚࡎᆴ֥ग़ّঌđቋᇔൌགྷग़ᆩ്֥ਅྟ࿖ߌބᄹᆴbՖᆃ۱ၩၬഈඪđؓႿ၍๙ྐྛြग़ڛༀ༢ᇏ֥ᆩ്ؿགྷ֥࣮Ⴕޓᇗေ֥ൌၩၬބᅞࡎᆴb ҕॉ໓ངğ < >ߛܲđ້ະ ग़ڛༀᆩ്ܵ༢ႋႨ ༢ࡹഡ đ ğ < >܁฿ᄅ ၂ᇕ၍๙ྐग़ڛༀ༢֥ުܒࡹē᳝ଲն࿐ණൖ࿐໊ં໓ đ < >ࢀਅđғᆭ ໓ЧडࠣఃႋႨ གྷս࠹ෘࠏ đ ğ 4
< >นᑈ 8FC໓Чड༢ࠣऊোෘم֥࣮ ྐࡹഡ đ ğ < >ᅦᄉมđ܁ਪēඔऌडჰაඌēКࣘğሰ۽ြԛϱഠē đ < >ࣟৡđߛިॺđെޠѯ ႨႿ໓Чड֥หᆘ࿊ᄴٚم5'*%'ࠣఃڿࣉ ܼ༆ഽٓն࿐࿐Бčሱಖ॓࿐ϱĎ đ ğ < >Ӯթđऺđᅵक़ Ӂളൔ༢ٳ༅ބႋႨ ሰ॓ đ ğ < > ݒ۸Ḁ 8FC໓Чडඌ ๙ྐંฆ đ ğ Application Research on Knowledge Discovery in the Customer Services System of Mobile Communication Industry Qi Liyun School of Management of Dalian University of Technology AbstractğThe mobile communication market has an apparent scale of economics, but merely the enlargement of the number of customers is far from adequacy, for the enterprises, the real value lies in the knowledge of their customers. Text information takes a bigger proportion in the customer service record of the mobile communication industry. Currently, one of the important directions of the research on information processing technique is to discover the knowledge of the customers from the record of the text information, which is the inevitable trend of the development of the customer service system in the Mobile Communication Industry. Keywords: Customer service, Document clustering, Knowledge discovery 5
