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

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Knowledge-Based and Intelligent Information and Engineering Systems (KES 2010)

Part of the book series: Lecture Notes in Computer Science ((LNAI,volume 6276))

Abstract

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.

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Author information

Authors and Affiliations

  1. Faculty of Electrical Engineering and Computing, University of Zagreb, Croatia

    Vedran Podobnik & Ignac Lovrek

Authors
  1. Vedran Podobnik
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  2. Ignac Lovrek
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Editor information

Editors and Affiliations

  1. School of Engineering, The Parade, Cardiff University, CF24 3AA, Cardiff, UK

    Rossitza Setchi

  2. Dept. of Computer Science and Software Engineering, BUckingham Building, Lion Terrace, University of Portsmouth, PO1 3HE, Portsmouth, UK

    Ivan Jordanov

  3. KES International, 145-157, St. John Street, EC1V 4PY, London, UK

    Robert J. Howlett

  4. School of Electrical and Information Engineering, University of South Australia, ,, Adelaide, Mawson Lakes Campus, 5095, SA, Australia

    Lakhmi C. Jain

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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. https://doi.org/10.1007/978-3-642-15387-7_29

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  • DOI: https://doi.org/10.1007/978-3-642-15387-7_29

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-15386-0

  • Online ISBN: 978-3-642-15387-7

  • eBook Packages: Computer ScienceComputer Science (R0)

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