Multi-agent system for customer relationship management with SVMs tool

Publication Type:
Journal Article
International Journal of Intelligent Information and Database Systems, 2010, 4 (2), pp. 121 - 136
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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. Copyright © 2010 Inderscience Enterprises Ltd.
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