Ontology-Driven Information Retrieval System for Customers´ Complaints of Mobile Communication Services

Ontology has been one of the hottest topic issues in artificial intelligence, knowledge engineering, especially in information process. In this paper, we propose an ontology-driven information retrieval (IR) system used for mining the interesting patterns in the domain of customers´ complaints of mobile communication services. As the primary research of ontology model itself is about concept, properties of concept, relations between concepts etc, out of question ontology model considers the semantic relationships of the rich document content. Therefore ontology-driven information retrieval system can conform to the thought mode of human being unlike the keyword-based system that ignores the semantic relationships between words. Applying the proposed IR system to the given domain can make the managers of mobile communication companies retrieve the customers´ complaints information more precisely and hence make decisions more reasonably