ISWC 2006 5th International Semantic Web Conference
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Industry Track Talks

Customer Service accelerated by Semantics

Jurgen Angele, Ontoprise

In this contribution the deployment of a semantic system to support the customer service department of an industrial robot manufacturer is presented. For many manufacturers of capital goods the optimization of the customer service is an essential process. Here, semantic technologies can help to improve the malfunction diagnosis or to entirely eliminate errors via call-centre by further inquiries from the system. Technological basis of the implemented system are ontologies that represent the complex dependencies between the robot components and their applications, enable the access and the integration of existing information sources, enhance document search, and realize failure assessment. The problem solving method for diagnosing malfunctions is represented as an ontology as well. The implemented system on top of the semantic layer is web-based. Thus, a three-layered architecture results: the existing sources of information in the backend, the semantic layer with the domain ontology and finally the user interface level

About the Speaker

Prof. Dr. Jurgen Angele is currently CEO, CTO and shareholder of Ontoprise GmbH, a provider of semantic technologies. Ontoprise has been cofounded by him in 1999. In 1994 he became a full professor in applied computer science at the University of Applied Sciences, Braunschweig, Gemany. He has published around 90 papers as books and journal, book, conference, and workshop contributions. He is leading several research and commercial projects. He gave more than 55 courses at Berufsakademien, Fachhochschulen and Universities. He supervised around 30 master theses and Ph.Ds




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