Multi-agent system for customer relationship management with SVMs tool. (5th April 2010)

• Record Type: Journal Article
• Authors: Xiao, Yanshan; Liu, Bo; Luo, Dan; Cao, Longbing; Deng, Feiqi; Hao, Zhifeng
• Is Part Of: International journal of intelligent information and database systems. Volume 4:Number 2(2010)
• Page Start: 121
• Page End: 136
• Publication Date: 2010-04-05
• Subjects: customer relationship management -- CRM -- KDD -- support vector machines -- SVM -- multi-agent systems -- MAS -- agent-based systems -- multiple agents -- knowledge discovery -- data mining -- decision support systems -- DSS -- modelling -- China; Database management -- Computer programs -- Periodicals; Information retrieval -- Computer programs -- Periodicals; Information storage and retrieval systems -- Computer programs -- Periodicals; Artificial intelligence -- Periodicals; Expert systems (Computer science) -- Periodicals; Intelligent agents (Computer software) -- Periodicals; 006.33
• Languages: English
• ISSNs: 1751-5858

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.