Documente Academic
Documente Profesional
Documente Cultură
Recommendation
Analytical CRM
Collaborative CRM
CRM Terminology
From Lead to Prospect
CR=NS/NP*100
First Interview
Solution Presentation/Demo
Customer Evaluation
Negotiation
Commitment to
Buy
Sale
Sales Lifecycle
Initial
Contact
Close Qualification
Sales
Cycle
Proposal Meeting
Sales Lifecycle
L(t)=CS(t)-IC(t)
Length
IC Initial Contact
CS Closed Sale
L->0
A business would like L to converge asymptotically to 0
A business wants
High Conversation Rate
CR->100%
Distributed Features
Different activities different agents
Monitoring
Sentiment Analysis
Online Learning
Facts storage
Recommendation
Multi-Agent Architecture
Robustness
Simplicity
Asynchronous execution
Multi-tenant CRM
Online learning
Sentiment Analysis
Text-mining of
opinions
sentiments
emotions
expressed in text
Purpose
Generate knowledge
Interesting patterns
Sentiment Analysis
Natural
Language
Processing
Information
Retrieval
Aspect Level Sentiment Analysis
(s,g,h,t)
s-sentiment
g-target
h-holder
t-time
Example
I have some concerns related to the HD Camera Resolution.
s-negative
g-Camera Resolution
g-customer
Purpose
The purpose is to describe the design and development of a multi-agent recommendation
system that uses aspect level sentiment analysis to convert prospects into customers in CRM
Systems.
Recommendation Agent Knowledge Base
CRM System
Architecture
Database of
Aspect Level
Sentiment Facts
Product 2
Aspects ...
...
Data Sources
Email boxes
Messages CRM Notes
State of the art
Olszak, Celina. Multi-agent framework for social customer relationship
management systems. Proceedings of the Informing Science
and Information Technology Education Conference. Vol. 2013. No.
1. 2013.
Hu, Minqing, and Bing Liu. Mining opinion features in customer
reviews. In AAAI, vol. 4, no. 4, pp. 755-760. 2004.
Xiao, Yanshan, et al. Multi-agent system for customer relationship
management with SVMs tool. International Journal of Intelligent
Information and Database Systems 4.2 (2010): 121-136.
Q&A