Intelligent MAS for Electronic Customer Relationship Development

  • Authors:

  • Javad Soroor

  • Affiliations:

  • Electronic Commerce Division, Postgraduate Information Technology Engineering Group, Industrial Engineering Department, K. N. Toosi University of Technology, Tehran, Iran

  • Venue:
  • Proceedings of the 2005 conference on Self-Organization and Autonomic Informatics (I)
  • Year:
  • 2005

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Abstract

Customer relationship management encompasses all the aspects of the interaction with customer and it joins all the customer related elements within an organization together in an intelligent manner. Despite its numerous benefits for organizations, there are some serious concerns regarding the implementation of CRM. Customer relationship management projects are usually complicated, long-term and resource-consuming with outstanding results for far future. The new conceptual model of CRM introduced here is a Multi-Agent System (MAS) called 'agent-based CRD'. It is the process of developing electronic context and content within customer relationships on a collaborative basis using intelligent agents. Agent-based CRD comprises three essential building blocks: single view, intelligent electronic dialogue, and opportunity spotting. A general structure for agent-based CRD framework, which is easy to understand and implement is presented graphically, theoretically, and technically in full details.