ANALYSIS OF CUSTOMER SERVICE BUSINESS PROCESS USING DATA MINING

Data mining delivers fact-based insight into how customer service business
processes have been executed from the data collected to handle the problems and
requests of customers. Unified customer service known as customer self-service or
intelligent facilities refers to the managerial effort to technologies and processes to
resolved issues for the customers. In this report, data mining as a data analysis tool
will be implemented to extract the information and hidden knowledge to enhance the
decision-making process for better management of resources. Moreover, the analysis
focuses on the current customer service management and how to apply the data mining
technology to partitioning problems and determine who is responsible to resolve the
problem. Hence, this paper contribute to justify by the basic concepts of data mining,
described the selected types and models of algorithms, and the process of data mining
by using R Tools.