Multi-agent system for customer relationship management with SVMs tool

作者：Xiao, Yanshan; Liu, Bo^*; Luo, Dan; Cao, Longbing; Deng, Feiqi; Hao, Zhifeng

来源：International Journal of Intelligent Information and Database Systems, 2010, 4(2): 121-136.

DOI：10.1504/IJIIDS.2010.032438

• Chinese companies
• Customer relationship management
• Decision levels
• Decision support models
• Knowledge discovery and data minings
• Multiple agents
• Practical problems
• Two dimensional spaces

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.

• 出版日期2010-4
• 单位华南理工大学; The University of Technology, Sydney; University of Technology Sydney; University of Technology,Sydney