文章基本信息

标题：Multi-Agent Framework for Social Customer Relationship Management Systems
本地全文：下载
作者：Celina Olszak and Tomasz Bartuś
期刊名称：Issues in Informing Science and Information Technology
印刷版ISSN：1547-5840
电子版ISSN：1547-5867
出版年度：2013
卷号：10
页码：367-387
出版社：Informing Science Institute
摘要：Social customer relationship management (CRM) systems have become an interesting research area for designers of management information systems. Designers have mainly concentrated on seeking the appropriate tools and technologies that would enable gathering, processing, analyzing and monitoring huge amounts of information in social media. Many previous tools and approaches used to design management information systems seem to be insufficient for social CRM systems. They need the technology and the approach based on modular design where modules (agents) specialize in solving a particular aspect of the problem and are able to interoperate and coordinate with each other in peer-to peer interactions. The main purpose of this paper is to present an idea of social CRM, and first of all a multi-agent approach for designing and developing social CRM systems. This approach is to manage complex customer relationships in the world of social media. The agent technology provides an extension and alternative to customer relationship management with flexible and distributed features. In multi-agent approach, different activities are delegated to a number of autonomous agents. can gain many benefits beings as well as machines or software applications. Each of them has awareness of a particular situation and can make real-time decisions on different activities. To demonstrate this approach the prototype of a multi-agent social CRM system (MASCRM) is described. MASCRM uses the agent technology in the Facebook environment. The implementation of the prototype is explained and some results obtained are discussed. The paper provides some valuable information on using a multi-agent approach for designing social CRM systems. The findings and outcomes should be useful for any designers of social CRM systems and for all organizations willing to use these systems.
关键词：customer relationship management (CRM); social CRM; agent technology; multiagent;social CRM