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企业通过在线平台向用户提供产品知识、帮助其了解产品知识和解决使用问题是提高客户满意度的重要手段。在传统的知识地图构建方法基础上,如何合理表示和组织产品的知识单元,是知识系统能够有效应对特定用户知识学习需求的关键。本文从用户学习需求出发,采用产品概念设计的FBS方法对产品知识进行分类,利用Web本体语言对产品知识结构进行分层表达,探究产品知识地图的构建方法。最后,以数码相机为例构建示例系统阐述方法的应用,并通过用户实验评价构建的知识地图,检验该构建方法的可行性。
Enterprises through the online platform to provide users with product knowledge to help them understand the product knowledge and solve the problem of using is an important means to improve customer satisfaction. On the basis of traditional knowledge map building method, how to reasonably represent and organize the knowledge units of products is the key that knowledge system can effectively deal with the knowledge-based learning needs of specific users. In this paper, starting from the needs of user learning, we use FBS method of product conceptual design to classify product knowledge, use Web Ontology language to express product knowledge structure hierarchically, and explore the method to construct product knowledge map. Finally, the digital camera is taken as an example to build an example system to illustrate the application of the method. The user’s experiment is used to evaluate the constructed knowledge map and the feasibility of the method is verified.