Telco Agent: Enabler of Paradigm Shift towards Customer-Managed Relationship
- Cite this paper as:
- Podobnik V., Lovrek I. (2010) Telco Agent: Enabler of Paradigm Shift towards Customer-Managed Relationship. In: Setchi R., Jordanov I., Howlett R.J., Jain L.C. (eds) Knowledge-Based and Intelligent Information and Engineering Systems. KES 2010. Lecture Notes in Computer Science, vol 6276. Springer, Berlin, Heidelberg
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.
Unable to display preview. Download preview PDF.