Knowledge exchange with customers using intelligent agents

Homayouni, Seyed Mahdi and Tang, Sai Hong (2008) Knowledge exchange with customers using intelligent agents. In: Proceedings of the 38th International Conference on Computers and Industrial Engineering, 31 Oct-2 Nov 2008, Beijing, China.

Full text not available from this repository.


Customer gain their own experiences and knowledge through using products or services. This knowledge is recognized as one of the most important competitive resources for the companies in recent years. However the models were introduced in the literature for customer knowledge managment (CKM) focused on the human based interaction with customers to exchange the knowledge. The aim of this paper is to propose the aplicability of agents in knowledge exchange between customers and companies. Autonomy, reactivity and pro activity of agents aid CKM to response the customers as quickly as possible and to customize their services for individuals. The abilities of agents cover the requirements of CKM models. An introductory model is proposed to show the abilities of agents in CKM system. A comparison between agent's abilities and CKM is provided as final goal of this paper.

Item Type:Conference or Workshop Item (Paper)
Keyword:Agent based system, customer knowledge management, knowledge management
Subject:Knowledge management
Faculty or Institute:Faculty of Engineering
ID Code:11764
Deposited By: Erni Suraya Abdul Aziz
Deposited On:13 Apr 2011 08:51
Last Modified:13 Apr 2011 08:54

Repository Staff Only: Edit item detail

Document Download Statistics

This item has been downloaded for since 13 Apr 2011 08:51.

View statistics for "Knowledge exchange with customers using intelligent agents"

Universiti Putra Malaysia Institutional Repository

Universiti Putra Malaysia Institutional Repository is an on-line digital archive that serves as a central collection and storage of scientific information and research at the Universiti Putra Malaysia.

Currently, the collections deposited in the IR consists of Master and PhD theses, Master and PhD Project Report, Journal Articles, Journal Bulletins, Conference Papers, UPM News, Newspaper Cuttings, Patents and Inaugural Lectures.

As the policy of the university does not permit users to view thesis in full text, access is only given to the first 24 pages only.