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Performance Evaluation of the Customer Relationship Management Agent’s in a Cognitive Integrated Management Support System

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Transactions on Computational Collective Intelligence XVIII

Part of the book series: Lecture Notes in Computer Science ((TCCI,volume 9240))

Abstract

The biggest problem currently, turns out to be the processing of unstructured knowledge in integrated management support systems. Note that knowledge contained in these systems is normally structuralized and the systems employ various methods for processing structuralized knowledge. However, in contemporary companies, unstructured knowledge is essential, mainly due to the possibility to obtain better flexibility and competitiveness of the organization. The users’ opinions about products can serve as example. Therefore, unstructured knowledge supports structuralized knowledge to a high degree. This paper presents the issues related to the sentiment analysis of customers’ opinions performed by Customer Relationship Management agent running in multi-agent Cognitive Integrated Management Information System. This system is an application of computational collective intelligence and allows for supporting the management processes related with all the domain of enterprise’s functioning. The agents are based on the Learning Intelligent Distribution Agent cognitive architecture, described shortly in the first part of the paper. Next, the logical architecture of Cognitive Integrated Management Information System are described. The main part of article presents issues related to functionality and implementation of Customer Relationship Management agent aims to sentiment analysis. The results of research experiment, aims to performance evaluation, are presented at the last part of article.

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Acknowledgement

This research was financially supported by the National Science Center (decision No. DEC-2013/11/D/HS4/04096).

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  1. Wrocław University of Economics, Wrocław, Poland

    Marcin Hernes

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  1. Marcin Hernes
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Correspondence to Marcin Hernes .

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  1. Wroclaw University of Technology, Department of Information Systems, Wroclaw, Poland

    Ngoc Thanh Nguyen

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Hernes, M. (2015). Performance Evaluation of the Customer Relationship Management Agent’s in a Cognitive Integrated Management Support System. In: Nguyen, N. (eds) Transactions on Computational Collective Intelligence XVIII. Lecture Notes in Computer Science(), vol 9240. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-48145-5_5

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  • DOI: https://doi.org/10.1007/978-3-662-48145-5_5

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  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-662-48144-8

  • Online ISBN: 978-3-662-48145-5

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