• Journal of Intelligence and Information Systems
• /
• v.16 no.3
• /
• pp.99-120
• /
• 2010

Due to the wide spread of customers' frequent access of non face-to-face services, there have been many attempts to improve customer satisfaction using huge amounts of data accumulated throughnon face-to-face channels. Usually, a call center is regarded to be one of the most representative non-faced channels. Therefore, it is important that a call center has enough agents to offer high level customer satisfaction. However, managing too many agents would increase the operational costs of a call center by increasing labor costs. Therefore, predicting and calculating the appropriate size of human resources of a call center is one of the most critical success factors of call center management. For this reason, most call centers are currently establishing a department of WFM(Work Force Management) to estimate the appropriate number of agents and to direct much effort to predict the volume of inbound calls. In real world applications, inbound call prediction is usually performed based on the intuition and experience of a domain expert. In other words, a domain expert usually predicts the volume of calls by calculating the average call of some periods and adjusting the average according tohis/her subjective estimation. However, this kind of approach has radical limitations in that the result of prediction might be strongly affected by the expert's personal experience and competence. It is often the case that a domain expert may predict inbound calls quite differently from anotherif the two experts have mutually different opinions on selecting influential variables and priorities among the variables. Moreover, it is almost impossible to logically clarify the process of expert's subjective prediction. Currently, to overcome the limitations of subjective call prediction, most call centers are adopting a WFMS(Workforce Management System) package in which expert's best practices are systemized. With WFMS, a user can predict the volume of calls by calculating the average call of each day of the week, excluding some eventful days. However, WFMS costs too much capital during the early stage of system establishment. Moreover, it is hard to reflect new information ontothe system when some factors affecting the amount of calls have been changed. In this paper, we attempt to devise a new model for predicting inbound calls that is not only based on theoretical background but also easily applicable to real world applications. Our model was mainly developed by the interactive decision tree technique, one of the most popular techniques in data mining. Therefore, we expect that our model can predict inbound calls automatically based on historical data, and it can utilize expert's domain knowledge during the process of tree construction. To analyze the accuracy of our model, we performed intensive experiments on a real case of one of the largest car insurance companies in Korea. In the case study, the prediction accuracy of the devised two models and traditional WFMS are analyzed with respect to the various error rates allowable. The experiments reveal that our data mining-based two models outperform WFMS in terms of predicting the amount of accident calls and fault calls in most experimental situations examined.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
• /
• v.18 no.2
• /
• pp.67-79
• /
• 2023

The bounce rate is the rate at which a user leaves immediately after visiting, and this study aimed to find out what attributes of a website affect the bounce rate. Web site evaluation items were defined as a total of 4 items and 27 evaluation attributes, including usability, information, service interaction, and technology, so that they can be commonly applied to venture companies in various industries through prior research. As a result of the study, 6 website attributes that affect the bounce rate were verified to be significant by discriminant analysis and decision tree analysis. Suggestions to reduce the bounce rate of venture business websites through this study are as follows. First, the path name of the website is displayed as mandatory and a pull-down menu function is added to facilitate movement to other pages. Second, it is good to expose core content that can attract users' attention in the form of a banner, and place internal link banners in the right place on sub-pages. Third, external links should be linked to a new window so that they do not leave the current page immediately so that they can be re-entered. Lastly, it is recommended to expose the contact information of the person in charge and consultation function as direct information for communication with customers, but if individual response is difficult, at least the consultation function must be added. These suggestions are expected to be of practical help in various fields such as website development, operation, and marketing. However, in special cases, a high bounce rate may be normal, so it should be considered according to the situation.

• Journal of the Korean Data and Information Science Society
• /
• v.28 no.2
• /
• pp.395-406
• /
• 2017

The purpose of this study is to identify the pattern of daily electricity demand through clustering and classification. The hourly data was collected by KPS (Korea Power Exchange) between 2008 and 2012. The time trend was eliminated for conducting the pattern of daily electricity demand because electricity demand data is times series data. We have considered k-means clustering, Gaussian mixture model clustering, and functional clustering in order to find the optimal clustering method. The classification analysis was conducted to understand the relationship between external factors, day of the week, holiday, and weather. Data was divided into training data and test data. Training data consisted of external factors and clustered number between 2008 and 2011. Test data was daily data of external factors in 2012. Decision tree, random forest, Support vector machine, and Naive Bayes were used. As a result, Gaussian model based clustering and random forest showed the best prediction performance when the number of cluster was 8.

• The Journal of the Korea Contents Association
• /
• v.20 no.5
• /
• pp.291-302
• /
• 2020

Korean popular music industry, which is lead by "Idol group", has forsaken their fandom all over the world. Therefore, idol groups has become not only an artist but also the most influential people in the Korean economy. A global idol group with a strong fandom can earn more than a trillion-dollar by attracting their global fan's interest in Korea. In other words, it is considerably important to carry the idol to a successful conclusion. This study tries to expect whether the idols can be survived or not at a certain point after their debut by ANN, Decision Tree, Random Forest. We decide that certain point as the three-year and eight-year after their debut, because it is their break-even point year and the year after their average renewal of the contract. In addition, this study also explains which feature is the most important to their survival by feature importance and Logistic regression. In conclusion, features like the number of idol competitors, the number of debut members and the number of the genre are significant. These results shed light on the efficient management of K-Pop idol to improve industrial competitiveness.

• Proceedings of the Korean Information Science Society Conference
• /
• 2007.10c
• /
• pp.155-158
• /
• 2007

현재 전자상거래는 우리의 생활과 밀접히 연관되어 있다. 최근 인터넷을 기반으로 전자조달, 수출입 브로커 등과 같은 유형의 B2B 전자상거래가 활발히 이루어지고 있으며, 소비자를 대상으로 하는 전자상거래 또한 점차 확산되는 시장을 형성하고 있다. 국제적으로도 전자상거래 시장 규모가 급속도로 증가할 것이라는 전망은 자명한 사실이다. 전자상거래에 대한 의존도가 높아지면서 관리해야 하는 데이터의 양 또한 급속도로 증가하고 있다. 본 논문에서는 실시간으로 유입되는 데이터를 효율적으로 활용하기 위챈 실시간 데이터 마이닝 활용 모델을 제안한다. 이 실시간 데이터 마이닝 모델은 지속적으로 유입되는 데이터의 규칙화를 통해 저장 공간의 효율성을 극대화하고 중요도 분석을 통한 총체적인 접근 방법을 시도함으로써 전자상거래 상에서 유용하게 쓰일 수 있는 활용 모델이다. 이 실시간 데이터 마이닝 모델의 바탕은 데이터 마이닝의 기법인 SEMMA를 따르며, 그 특징에 따라 규칙 추출과 의사 결정 나무 기법을 이용하여 전자상거래 상에서 유용하게 사용될 수 있는 모델을 제시하고자 한다.

• Korean Journal of Oriental Medicine
• /
• v.14 no.3
• /
• pp.81-87
• /
• 2008

Sasanag Contitution Medicine(SCM) is the traditional medicine theory based on constitutional medicine in Korea. It is most import ant that a personal SCM type is determined accurately ahead of applying any Sasang treatments. For this, many researches have been studied to diagnose the SCM type using constitutional clinical data. The decision tree is a tree-structured data-mining methodology. Recently, in the Korean traditional medicine society, there have been several efforts to find diagnosing tools using the decision tree method. So, we developed a decision tree program based on web for analyzing constitutional clinical information. It can use various clinical data as input data, offer filtering function to select clinical data to be used. We can find useful factor to be influential on SCM types using this program.

• Proceedings of the Korea Contents Association Conference
• /
• 2018.05a
• /
• pp.427-428
• /
• 2018

특허 등록 후 지재권에 대한 시장 가치를 알 수 있는 대리지표로 인용수와 패밀리수가 널리 활용되고 있다. 최근 특허 유지료와 소유권 정보를 이용한 연구가 일부 진행되고 있으나, 아직 초기 단계의 연구에 머물러 있다. 본 연구는 중소기업과 대기업의 특허 유지료와 인용과의 관계를 분석하고 의사결정 나무를 이용하여 특허유지료에 영향을 미치는 주요 변수를 탐색하였다.

• Journal of Sasang Constitutional Medicine
• /
• v.29 no.3
• /
• pp.248-261
• /
• 2017

Objectives The purpose of this study is to analyze the decision making process of prescribing Yeoldahanso-tang and Taeeumjowi-tang Choweseuncheng-tang using decision tree. Methods We used collected the prospective clinical data of TE type from September 2012 to July 2015. In this study, we used gender, BMI, blood pressure, pulse and clinical symptoms (digestion, sweat, defecation, urination, sleep, physical status, emotion, heat-coldness, water consumption, facial color) as variables. Decision trees were analyzed using open source R version 3.3.2. Results & Conclusions We found that the decision trees differed among institutions. However, in all institutions, it was found that stool type (ordinary symptom), urine frequency (ordinary and present symptom) and anxiety (ordinary symptom) were important in the decision of prescription. Besides, clinical informations such as sex, Body Mass Index and blood pressure affected the prescription decision.

• Journal of the Korean Solar Energy Society
• /
• v.37 no.2
• /
• pp.23-33
• /
• 2017

Accurate prediction of stochastic behavior of occupants is a well known problem for improving prediction performance of building energy use. Many researchers have been tried various sensors that have information on the status of occupant such as $CO_2$ sensor, infrared motion detector, RFID etc. to predict occupants, while others have been developed some algorithm to find occupancy probability with those sensors or some indirect monitoring data such as energy consumption in spaces. In this research, various sensor data and energy consumption data are utilized for decision tree algorithms (C4.5 & CART) for estimation of sub-hourly occupancy status. Although the experiment is limited by space (private room) and period (cooling season), the prediction result shows good agreement of above 95% accuracy when energy consumption data are used instead of measured $CO_2$ value. This result indicates potential of IoT data for awareness of indoor environmental status.

• Journal of the Korean Data and Information Science Society
• /
• v.23 no.1
• /
• pp.161-170
• /
• 2012

As insurance consumers' needs have been diversified and subdivided, it is increasingly important to grasp their preferences by characteristics and properties. Even though changer in sales channels and marketing conditions of insurance require to analyze what consumers take serious views to purchase, it is difficult to devise marketing strategies since not many concrete studies have been done in this field. A questionnaire survey was carried out to learn detailed information about basic disposition and buying patterns of insurance consumers. Applying efficient statistical techniques and then utilizing a model for securing new customers, this study attempts to explore a plan for rapid growth and successive establishment of bancassurance.