知識型顧客關係管理代理人系統應用於B2C

An agent-based System for knowledge-enabled CRM in B2C

10.29767/ECS.200812.0004

梁文耀(Wen-Yau Liang)；陳佳祺(Chia-Chi Chen)

顧客關係管理 ； 智慧型代理人 ； B2C ； Customer Relationship Management ； Intelligent Agent ； B2C

Electronic Commerce Studies

6卷4期（2008 / 12 / 31）

447 - 460

繁體中文

由於資訊科技的蓬勃發展及知識經濟的來臨，造就了B2C電子商務市場越來越成熟，企業間的競爭也相對的越來越激烈。在這樣的環境下，為了生存，越來越多的企業藉由著重顧客關係管理來擴大其市場的佔有率、取得競爭優勢。然而，顧客關係管理的力量來自於對知識的掌握，更是證明了顧客關係管理和知識管理的密不可分關係。在本研究中，我們以智慧型代理人為基底，提出一個以知識為基底的顧客關係管理系統架構，其中包含監視代理人、知識代理人、資訊管理代理人與執行代理人。並於最後提出一個範例來說明整個系統流程。

Accompanying with technology explosions and the coming of knowledge economy, the B2C of E-Business market is getting mature and the competitions between enterprises is going to keener and more intensive. In order to survive in this environment, more and more companies focus on Customer Relationship Management (CRM) to expend its market share and gain its sustainable competitive advantages. The power of CRM originates from know well about knowledge. This demonstrates that CRM and knowledge management are closely relating to each other. In this paper, we propose an agent based model of CRM that based on knowledge. It includes the monitoring agent, knowledge agent, information management agent, and performance agent. At last, we have an example to explain the complete procedure of this system.

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