In computer science research, ontologies are commonly utilised to create a unified abstract across many rich and different fields. In this paper, we apply the concept to the customer centric domain of digital services analytics and present an analytics solution ontology. The essence is based from traditional Entity Relationship Diagram (ERD), which then was abstracted out to cover wider areas on customer centric digital services. The ontology we developed covers both static aspects (customer identifiers) and dynamic aspects (customer’s temporal interactions). The structure of the customer scape is modeled with classes that represent different types of customer touch points, ranging from digital and digital-stamps which represent physical analogies. The dynamic aspects of customer centric digital service are modeled with a set of classes, with the importance is represented in different associations involving establishment and termination of the target interaction. The realized ontology can be used in development of frameworks for customer centric applications, and for specification of common data format used by cooperating digital service applications.
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22 November 2017
PROCEEDINGS OF THE 13TH IMT-GT INTERNATIONAL CONFERENCE ON MATHEMATICS, STATISTICS AND THEIR APPLICATIONS (ICMSA2017)
4–7 December 2017
Kedah, Malaysia
Research Article|
November 22 2017
Ontology for customer centric digital services and analytics
Ng Wai Keat;
Ng Wai Keat
a)
1
Axiata Intelligence Unit, Axiata Digital
, Level 32, Axiata Tower, 9 Jalan Stesen Sentral 5,KL Sentral, 50470 Kuala Lumpur, Malaysia
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Mohammad Shazri Shahrir
Mohammad Shazri Shahrir
b)
2
Axiata Intelligence Unit, Axiata Digital
, Level 32, Axiata Tower, 9 Jalan Stesen Sentral 5,KL Sentral, 50470 Kuala Lumpur, Malaysia
Search for other works by this author on:
Ng Wai Keat
1-1,a)
Mohammad Shazri Shahrir
1-2,b)
1
Axiata Intelligence Unit, Axiata Digital
, Level 32, Axiata Tower, 9 Jalan Stesen Sentral 5,KL Sentral, 50470 Kuala Lumpur, Malaysia
2
Axiata Intelligence Unit, Axiata Digital
, Level 32, Axiata Tower, 9 Jalan Stesen Sentral 5,KL Sentral, 50470 Kuala Lumpur, Malaysia
a)
Corresponding author: [email protected]
AIP Conf. Proc. 1905, 040024 (2017)
Citation
Ng Wai Keat, Mohammad Shazri Shahrir; Ontology for customer centric digital services and analytics. AIP Conf. Proc. 22 November 2017; 1905 (1): 040024. https://doi.org/10.1063/1.5012212
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