中文摘要：

针对自然语言表达的面向有形产品的非结构化客户需求具有不规范性、模糊性和不一致性,难以被计算机理解和转换等特点,研究了非结构化客户需求智能解析方法。提出了客户需求本体的构建方法,以及非结构化客户需求结构化描述方法,在此基础上建立了非结构化客户需求智能解析的体系结构。非结构化客户需求智能解析过程包括非结构化客户需求结构化处理和模糊一致性检验两个重要阶段,最终输出满足模糊一致性的结构化客户需求。应用案例验证了该方法的实用性。

英文摘要：

In view of the characteristics of Unstructured Customer Needs（UCN）of tangible products such as irregularity,fuzziness,inconsistency and difficulty to be understood and converted by computer,the method for UCN intelligent understanding was studied.Firstly,Customer Need Ontology（CNO）and the structured description approach of UCN were presented.Then the architecture of UCN intelligent understanding was constructed.The process of UCN intelligent understanding consisted of two key stages which were UCN normalization and fuzzy consistency testing.Structured customer needs satisfying fuzzy consistency were outputted at last.Finally,the feasibility of the approach was illustrated by an application case.