Telco Agent: Enabler of Paradigm Shift towards Customer-Managed Relationship

  • Vedran Podobnik
  • Ignac Lovrek
Part of the Lecture Notes in Computer Science book series (LNCS, volume 6276)


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.


Paradigm Shift Semantic Similarity Social Network Analysis Software Agent Structure Query Language 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2010

Authors and Affiliations

  • Vedran Podobnik
    • 1
  • Ignac Lovrek
    • 1
  1. 1.Faculty of Electrical Engineering and ComputingUniversity of ZagrebCroatia

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