A Civil Aviation Customer Service Ontology and Its Applications

ABSTRACT In the process of developing the C919 large aircraft customer service intelligence system, we find that heterogeneous and incomplete data cause the inefficient and inaccurate decision making. Thus, to solve this problem, we propose to introduce the idea of ontology modeling and reasoning into competitive intelligence system building in this paper. We first present the building principles and methods of the civil aviation customer service ontology. We then define the classes and properties to contribute a real-world civil aviation customer service ontology, which is published on the Web (http://www.openkg.cn/dataset/cacso). We finally design SWRL rules corresponding to different intelligence analysis targets to support reasoning in our designed competitive intelligence system.