{"id":"https://openalex.org/W1548208847","doi":"https://doi.org/10.1007/11492870_19","title":"Ontology-Based Users and Requests Clustering in Customer Service Management System","display_name":"Ontology-Based Users and Requests Clustering in Customer Service Management System","publication_year":2005,"publication_date":"2005-01-01","ids":{"openalex":"https://openalex.org/W1548208847","doi":"https://doi.org/10.1007/11492870_19","mag":"1548208847"},"language":"en","primary_location":{"id":"doi:10.1007/11492870_19","is_oa":false,"landing_page_url":"https://doi.org/10.1007/11492870_19","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5115589656","display_name":"Alexander Smirnov","orcid":"https://orcid.org/0009-0008-3544-6447"},"institutions":[{"id":"https://openalex.org/I1313323035","display_name":"Russian Academy of Sciences","ror":"https://ror.org/05qrfxd25","country_code":"RU","type":"government","lineage":["https://openalex.org/I1313323035"]},{"id":"https://openalex.org/I4210103826","display_name":"St. Petersburg Institute for Informatics and Automation","ror":"https://ror.org/01ccb9w37","country_code":"RU","type":"facility","lineage":["https://openalex.org/I4210103826"]}],"countries":["RU"],"is_corresponding":false,"raw_author_name":"Alexander Smirnov","raw_affiliation_strings":["St. Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St Petersburg, Russia","[St.-Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St. Petersburg, Russia]"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"St. Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St Petersburg, Russia","institution_ids":["https://openalex.org/I4210103826"]},{"raw_affiliation_string":"[St.-Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St. Petersburg, Russia]","institution_ids":["https://openalex.org/I1313323035"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5111470846","display_name":"Mikhail Pashkin","orcid":null},"institutions":[{"id":"https://openalex.org/I1313323035","display_name":"Russian Academy of Sciences","ror":"https://ror.org/05qrfxd25","country_code":"RU","type":"government","lineage":["https://openalex.org/I1313323035"]},{"id":"https://openalex.org/I4210103826","display_name":"St. Petersburg Institute for Informatics and Automation","ror":"https://ror.org/01ccb9w37","country_code":"RU","type":"facility","lineage":["https://openalex.org/I4210103826"]}],"countries":["RU"],"is_corresponding":false,"raw_author_name":"Mikhail Pashkin","raw_affiliation_strings":["St. Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St Petersburg, Russia","[St.-Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St. Petersburg, Russia]"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"St. Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St Petersburg, Russia","institution_ids":["https://openalex.org/I4210103826"]},{"raw_affiliation_string":"[St.-Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St. Petersburg, Russia]","institution_ids":["https://openalex.org/I1313323035"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5061725771","display_name":"Nikolai Chilov","orcid":null},"institutions":[{"id":"https://openalex.org/I1313323035","display_name":"Russian Academy of Sciences","ror":"https://ror.org/05qrfxd25","country_code":"RU","type":"government","lineage":["https://openalex.org/I1313323035"]},{"id":"https://openalex.org/I4210103826","display_name":"St. Petersburg Institute for Informatics and Automation","ror":"https://ror.org/01ccb9w37","country_code":"RU","type":"facility","lineage":["https://openalex.org/I4210103826"]}],"countries":["RU"],"is_corresponding":false,"raw_author_name":"Nikolai Chilov","raw_affiliation_strings":["St. Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St Petersburg, Russia","[St.-Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St. Petersburg, Russia]"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"St. Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St Petersburg, Russia","institution_ids":["https://openalex.org/I4210103826"]},{"raw_affiliation_string":"[St.-Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St. Petersburg, Russia]","institution_ids":["https://openalex.org/I1313323035"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5058663893","display_name":"Tatiana Levashova","orcid":"https://orcid.org/0000-0002-1962-7044"},"institutions":[{"id":"https://openalex.org/I1313323035","display_name":"Russian Academy of Sciences","ror":"https://ror.org/05qrfxd25","country_code":"RU","type":"government","lineage":["https://openalex.org/I1313323035"]},{"id":"https://openalex.org/I4210103826","display_name":"St. Petersburg Institute for Informatics and Automation","ror":"https://ror.org/01ccb9w37","country_code":"RU","type":"facility","lineage":["https://openalex.org/I4210103826"]}],"countries":["RU"],"is_corresponding":false,"raw_author_name":"Tatiana Levashova","raw_affiliation_strings":["St. Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St Petersburg, Russia","[St.-Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St. Petersburg, Russia]"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"St. Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St Petersburg, Russia","institution_ids":["https://openalex.org/I4210103826"]},{"raw_affiliation_string":"[St.-Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St. Petersburg, Russia]","institution_ids":["https://openalex.org/I1313323035"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5023548095","display_name":"Andrew Krizhanovsky","orcid":"https://orcid.org/0000-0003-3717-2079"},"institutions":[{"id":"https://openalex.org/I1313323035","display_name":"Russian Academy of Sciences","ror":"https://ror.org/05qrfxd25","country_code":"RU","type":"government","lineage":["https://openalex.org/I1313323035"]},{"id":"https://openalex.org/I4210103826","display_name":"St. Petersburg Institute for Informatics and Automation","ror":"https://ror.org/01ccb9w37","country_code":"RU","type":"facility","lineage":["https://openalex.org/I4210103826"]}],"countries":["RU"],"is_corresponding":false,"raw_author_name":"Andrew Krizhanovsky","raw_affiliation_strings":["St. Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St Petersburg, Russia","[St.-Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St. Petersburg, Russia]"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"St. Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St Petersburg, Russia","institution_ids":["https://openalex.org/I4210103826"]},{"raw_affiliation_string":"[St.-Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St. Petersburg, Russia]","institution_ids":["https://openalex.org/I1313323035"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5016499776","display_name":"Alexey Kashevnik","orcid":"https://orcid.org/0000-0001-6503-1447"},"institutions":[{"id":"https://openalex.org/I1313323035","display_name":"Russian Academy of Sciences","ror":"https://ror.org/05qrfxd25","country_code":"RU","type":"government","lineage":["https://openalex.org/I1313323035"]},{"id":"https://openalex.org/I4210103826","display_name":"St. Petersburg Institute for Informatics and Automation","ror":"https://ror.org/01ccb9w37","country_code":"RU","type":"facility","lineage":["https://openalex.org/I4210103826"]}],"countries":["RU"],"is_corresponding":false,"raw_author_name":"Alexey Kashevnik","raw_affiliation_strings":["St. Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St Petersburg, Russia","[St.-Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St. Petersburg, Russia]"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"St. Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St Petersburg, Russia","institution_ids":["https://openalex.org/I4210103826"]},{"raw_affiliation_string":"[St.-Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, St. Petersburg, Russia]","institution_ids":["https://openalex.org/I1313323035"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":17,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"231","last_page":"246"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.9918000102043152,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.9918000102043152,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10215","display_name":"Semantic Web and Ontologies","score":0.9887999892234802,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10317","display_name":"Advanced Database Systems and Queries","score":0.9843000173568726,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.8149927854537964},{"id":"https://openalex.org/keywords/ontology","display_name":"Ontology","score":0.6241087317466736},{"id":"https://openalex.org/keywords/personalization","display_name":"Personalization","score":0.5507369041442871},{"id":"https://openalex.org/keywords/interoperability","display_name":"Interoperability","score":0.5388382077217102},{"id":"https://openalex.org/keywords/cluster-analysis","display_name":"Cluster analysis","score":0.5370627045631409},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.48245149850845337},{"id":"https://openalex.org/keywords/business-process","display_name":"Business process","score":0.4284776747226715},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.34750404953956604},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3450356721878052},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.34461963176727295},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.12440815567970276},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.11669892072677612},{"id":"https://openalex.org/keywords/work-in-process","display_name":"Work in process","score":0.10220286250114441}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.8149927854537964},{"id":"https://openalex.org/C25810664","wikidata":"https://www.wikidata.org/wiki/Q44325","display_name":"Ontology","level":2,"score":0.6241087317466736},{"id":"https://openalex.org/C183003079","wikidata":"https://www.wikidata.org/wiki/Q1000371","display_name":"Personalization","level":2,"score":0.5507369041442871},{"id":"https://openalex.org/C20136886","wikidata":"https://www.wikidata.org/wiki/Q749647","display_name":"Interoperability","level":2,"score":0.5388382077217102},{"id":"https://openalex.org/C73555534","wikidata":"https://www.wikidata.org/wiki/Q622825","display_name":"Cluster analysis","level":2,"score":0.5370627045631409},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.48245149850845337},{"id":"https://openalex.org/C85345410","wikidata":"https://www.wikidata.org/wiki/Q851587","display_name":"Business process","level":3,"score":0.4284776747226715},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.34750404953956604},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3450356721878052},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.34461963176727295},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.12440815567970276},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.11669892072677612},{"id":"https://openalex.org/C174998907","wikidata":"https://www.wikidata.org/wiki/Q357662","display_name":"Work in process","level":2,"score":0.10220286250114441},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/11492870_19","is_oa":false,"landing_page_url":"https://doi.org/10.1007/11492870_19","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":20,"referenced_works":["https://openalex.org/W208128215","https://openalex.org/W305993540","https://openalex.org/W1498382685","https://openalex.org/W1576877452","https://openalex.org/W1601674470","https://openalex.org/W1603211840","https://openalex.org/W1607371477","https://openalex.org/W1736751365","https://openalex.org/W1884786007","https://openalex.org/W1998661888","https://openalex.org/W2057712948","https://openalex.org/W2081561671","https://openalex.org/W2121555320","https://openalex.org/W2140190241","https://openalex.org/W2156762203","https://openalex.org/W2163524306","https://openalex.org/W2484347635","https://openalex.org/W2488202587","https://openalex.org/W2788737710","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2093262417","https://openalex.org/W2123131699","https://openalex.org/W913131694","https://openalex.org/W650116260","https://openalex.org/W2378329187","https://openalex.org/W4390790060","https://openalex.org/W2134191509","https://openalex.org/W3209454962","https://openalex.org/W79697243","https://openalex.org/W2134193488"],"abstract_inverted_index":null,"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":1}],"updated_date":"2026-07-14T23:27:15.235271","created_date":"2025-10-10T00:00:00"}