"This book clearly and concisely distills decades of work in AI on representing information in an efficient and general manner. The information is valuable not only for AI researchers, but also for people working on logical databases, XML, and the semantic web: read this book, and avoid reinventing the wheel!" Henry Kautz, University of Washington "Brachman and Levesque describe better than I have seen elsewhere, the range of formalisms between full first order logic at its most expressive and formalisms that compromise expressiveness for computation speed. Theirs are the most even-handed explanations I have seen." John McCarthy, Stanford "This textbook makes teaching my KR course much easier. It provides a solid foundation and starting point for further studies. While it does not (and cannot) cover all the topics that I tackle in an advanced course on KR, it provides the basics and the background assumptions behind KR research. Together with current research literature, it is the perfect choice for a graduate KR course." Bernhard Nebel, University of Freiburg "This is a superb, clearly written, comprehensive overview of nearly all the major issues, ideas, and techniques of this important branch of artificial intelligence, written by two of the masters of the field. The examples are well chosen, and the explanations are illuminating. Thank you for giving me this opportunity to review and praise a book that has sorely been needed by the KRR community." Bill Rapaport, University at Buffalo "A concise and lucid exposition of the major topics in knowledge representation, from two of the leading authorities in the field. It provides a thorough grounding, a wide variety of useful examples and exercises, and some thought-provoking new ideas for the expert reader." Stuart Russell, UC Berkeley "Brachman and Levesque have laid much of the foundations of the field of knowledge representation and reasoning. This textbook provides a lucid and comprehensive introduction to the field. It is written with the same clarity and gift for exposition as their many research publications. The text will become an invaluable resource for students and researchers alike." Bart Selman, Cornell University "KR&R is known as "core AI" for a reason -- it embodies some of the most basic conceptualizations and technical approaches in the field. And no researchers are more qualified to provide an in-depth introduction to the area than Brachman and Levesque, who have been at the forefront of KR&R for two decades. The book is clearly written, and is intelligently comprehensive. This is the definitive book on KR&R, and it is long overdue." Yoav Shoham, Stanford University
"This book clearly and concisely distills decades of work in AI on representing information in an efficient and general manner. The information is valuable not only for AI researchers, but also for people working on logical databases, XML, and the semantic web: read this book, and avoid reinventing the wheel!"
Henry Kautz, University of Washington
"Brachman and Levesque describe better than I have seen elsewhere, the range of formalisms between full first order logic at its most expressive and formalisms that compromise expressiveness for computation speed. Theirs are the most even-handed explanations I have seen."
John McCarthy, Stanford
"This textbook makes teaching my KR course much easier. It provides a solid foundation and starting point for further studies. While it does not (and cannot) cover all the topics that I tackle in an advanced course on KR, it provides the basics and the background assumptions behind KR research. Together with current research literature, it is the perfect choice for a graduate KR course."
Bernhard Nebel, University of Freiburg
"This is a superb, clearly written, comprehensive overview of nearly all the major issues, ideas, and techniques of this important branch of artificial intelligence, written by two of the masters of the field. The examples are well chosen, and the explanations are illuminating.
Thank you for giving me this opportunity to review and praise a book that has sorely been needed by the KRR community."
Bill Rapaport, University at Buffalo
"A concise and lucid exposition of the major topics in knowledge representation, from two of the leading authorities in the field. It provides a thorough grounding, a wide variety of useful examples and exercises, and some thought-provoking new ideas for the expert reader."
Stuart Russell, UC Berkeley
"Brachman and Levesque have laid much of the foundations of the field of knowledge representation and reasoning. This textbook provides a lucid and comprehensive introduction to the field. It is written with the same clarity and gift for exposition as their many research publications. The text will become an invaluable resource for students and researchers alike."
Bart Selman, Cornell University
"KR&R is known as "core AI" for a reason -- it embodies some of the most basic conceptualizations and technical approaches in the field. And no researchers are more qualified to provide an in-depth introduction to the area than Brachman and Levesque, who have been at the forefront of KR&R for two decades. The book is clearly written, and is intelligently comprehensive. This is the definitive book on KR&R, and it is long overdue."
Yoav Shoham, Stanford University
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这本书的深度和广度都让我感到惊喜。它不仅仅停留于基础的问候和应答技巧,而是巧妙地融入了现代客户服务中不可或缺的技术视角。我之前以为这方面的内容会很枯燥,但作者的叙述方式非常生动,将复杂的技术概念转化成了易于理解的服务优化点。书中对不同技术工具集成到服务流程中的影响分析,提供了很多启发性的见解。这让我意识到,未来的客服工作绝不仅仅是“动嘴皮子”,技术赋能是提升效率和满意度的关键。这种前瞻性的视角,让这本书的价值远超一般技巧手册。
评分坦白说,市面上关于客户服务的书籍汗牛充栋,但很多都流于表面,缺乏那种能让人“拍案叫绝”的独到见解。然而,这本书中对“倾听的艺术”以及“有效提问的心理学基础”那几章的论述,绝对是点睛之笔。作者似乎对人类沟通的细微之处有着深刻的洞察力,将一些看似微不足道的细节提升到了战略层面。阅读这些章节时,我感觉自己不仅仅是在学习一个工作流程,更是在进行一次深层次的自我对话和职业素养的重塑。它教会我的不仅是“如何说”,更是“如何思考”一个成功的服务互动是如何建立起来的。
评分这本书的装帧和排版真的挺不错,封面设计简洁大气,拿在手里很有质感。我特别喜欢它内页的字体选择和行距,阅读起来非常舒服,长时间看也不会觉得眼睛疲劳。更别提那些精美的图表和案例分析的插图了,色彩搭配得恰到好处,既专业又不失美感。装订质量也相当可靠,感觉这本书可以经受住反复翻阅的考验,不会轻易散页。对于一个注重阅读体验的读者来说,光是这一点就足够加分了。而且,它的纸张厚度适中,既不会因为太薄而显得廉价,也不会因为太厚而过于笨重,便携性也考虑得很周到。总的来说,从实体书的角度来看,这本书绝对是制作精良的典范,看得出出版社在细节上是下了大功夫的。
评分我最近在寻找提升客户沟通技巧的实用指南,而这本书的目录结构和逻辑推进方式,简直是为我量身定做的。它不是那种空泛地谈论理论的书,而是真正深入到操作层面,每一步骤都讲解得非常清晰、有条理。特别是它对于不同情绪客户的处理流程设计,简直是教科书级别的示范。我发现自己以前很多处理不当的地方,对照书中的建议进行反思后,豁然开朗。它没有堆砌复杂的术语,而是用非常贴近日常工作场景的语言进行阐述,让人能够迅速理解并应用到实际操作中。这种结构化的知识体系,对于需要快速掌握并应用新技能的人来说,是极大的福音。
评分从实战价值的角度来看,这本书的投资回报率极高。我尝试应用书中所提的几个关于“危机沟通降级”的技巧,在最近一次客户投诉升级事件中,效果立竿见影。整个过程比我预想的要顺利得多,客户的负面情绪得到了有效平复,最终达成了满意的解决方案。书中提供的具体脚本示例和场景模拟练习,是巩固理论知识的最佳途径。对于任何一个负责一线或管理电话服务团队的专业人士而言,这本书更像是一份值得反复研读的实战手册,它提供的不仅仅是建议,而是清晰可执行的行动路线图,直接转化为工作中的生产力。
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