Research On Application Of Customer Relationship Management Based On Multi-Agent

The development of Internet technology and information technology made the competition between enterprises more and more drastically. And clients will become one of resources of enterprise.Customer relationship management is a kind of management concept regarding clients as the focus of management and can efficiently improve the whole operational efficiency of enterprises.This paper use Agent technology on customer relathionship Management, Introduce the Agent technology decompositon the modules and then re-construction the CRM system,The aim at improve the ability of rapid response and Flexibility.Because the customer are the most important resource in enterprise,the customer service become important part of CRM,efficiency of the customer service directly affect the merits of an enterprise efficiency.This paper analyse the general customer service by detail,propose the customer service system based on Agent.Meanwhile,in order to respond quickly to customer requests, improve cusomer service efficiency,used the case-based reasoning technology search the history records in the Knowledge Base, re-used the past service strategy. The specific method is seen the service strategy in the knowledge base as a complete information model, Adopting the case searching algorithm based on extent of similarity and by means of the search of living example.At the end of the thesis,Verification of the algorithm was carried out by taking the customer service as an example.