Multi-agent system for customer relationship management with SVMs tool

Authors:
Yanshan Xiao;Bo Liu;Dan Luo;Longbing Cao;Feiqi Deng;Zhifeng Hao
Affiliations:
Faculty of Information Technology, University of Technology Sydney, PO Box 123, Broadway, NSW 2007, Australia.;Faculty of Information Technology, University of Technology Sydney, PO Box 123, Broadway, NSW 2007, Australia.;Faculty of Information Technology, University of Technology Sydney, PO Box 123, Broadway, NSW 2007, Australia.;Faculty of Information Technology, University of Technology Sydney, PO Box 123, Broadway, NSW 2007, Australia.;College of Automation Science and Engineering, South China University of Technology, Guangzhou 510640, P.R. China.;College of Computer Science, GuangDong University of Technology, Guangzhou, P.R. China
Venue:
International Journal of Intelligent Information and Database Systems
Year:
2010

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Abstract

In this paper, we introduce multiple agents, knowledge discovery and data mining into customer relationship management (CRM) to set up the architecture of a multi-agent-based CRM system (MAB-CRM), and then use the SVMs-based approach to build up the decision support model which can classify the patterns obtained by the multiple agents into several decision levels, so that managers can pursue different decision-making activities according to the decision level of a pattern. Substantial experiments in the two-dimensional space show how the SVMs-based approach works. The practical problem from one Chinese company has been resolved by the SVMs-based approach. The results illustrate that this approach has an effective ability to learn the decision rules from the assessors' experience.