Customer Relationship Management — Informationstechnologien im Dienste der Kundeninteraktion

Hybrid Intelligent Agent-Based Internal Analysis Architecture for CRM Strategy Planning

“…Some of noticeable definitions that can be referred to are [11], [12], [13], [14], [15], & [16]. Proposed definitions by Barnett and Barr have more integrity in comparison with others:…”

“…Other necessary elements of this process are standards, criteria, and KPi 10 preparation. Some of standards such as CMAT 11 from QCi, and COPC 12 which introduced by Dell, Microsoft, Novel and American Express are noteworthy [1]. Five mentioned processes shown in Fig.…”

“…the agent cannot assume the environment to remain static while it is trying to achieve a goal. These environments are unpredictable that it is impossible to 10 Key Performance Indicators 11 Customer Management Assessment Tool 12 Customer Operations Performance Center predict the future states of the environment; often this is because it is not possible for an agent to have perfect and complete information about their environment and because the environment is being modified in ways beyond the agent's knowledge and influence [26]. Finally, these environments are unreliable in which the actions an agent can perform may fail for reasons that are out of an agent's control.…”