| 摘要 |
Method and apparatus for data mining in a communication network is described. In one example, telephony service and data service is provided to an entity via a communication network. Customer specific information is collected for accesses to the entity via the communication network by customers. The customer specific information is analyzed to determine, for each of the customers, an access pattern related to accessing the telephony service and the data service. The access pattern of each customer may be used to help the entity determine if a segment of customers tend to access the telephony service or the data service, and if they do so simultaneously or across different points of time, as well as if they access one service more than another. The entity may use this information to determine if data services actually increase or decrease the need for call agents to handle calls via the telephony service.
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