Development of a resource model within the scope of automatic generation of replies to customer requests

Abstract

This paper focuses on the development of a data model to describe the functional capability of resources within the scope of fast and automatic generation of replies to customer requests. Starting with a description of the purpose and the solution approach this paper presents the stepwise procedure to develop such a data model. The modeling starts with the creation of a basic model which is used as a base for the further development of an object-oriented data model using UML (Unified Modeling Language). This step includes creation of use cases as well as activity und class diagrams. The modeling process is finalized by the transformation of the data model into a database that is capable of storing information about resources and allocates them to other work packages of the solution approach. © Springer-Verlag Berlin Heidelberg 2010.