Telco agent: enabler of paradigm shift towards customer-managed relationship

Authors:
Vedran Podobnik;Ignac Lovrek
Affiliations:
University of Zagreb, Faculty of Electrical Engineering and Computing, Croatia;University of Zagreb, Faculty of Electrical Engineering and Computing, Croatia
Venue:
KES'10 Proceedings of the 14th international conference on Knowledge-based and intelligent information and engineering systems: Part I
Year:
2010

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Abstract

In this article we propose an agent-based solution for enabling paradigm shift from CRM (Customer Relationship Management) to CMR (Customer-Managed Relationship). Namely, Telco Agent is a software agent which represents telecom operator in interactions with its customers. Customers provide Telco Agent with their profiles and afterwards Telco Agent uses its mechanisms for semantic matchmaking of customer profiles and creation of customer social network to facilitate autonomous CMR.