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The role of intelligent agents in customer knowledge management


Tang, Sai Hong and Homayouni, Seyed Mahdi and Alaei, Hamed (2011) The role of intelligent agents in customer knowledge management. African Journal of Business Management, 5 (16). art. no. E29F86E15216. pp. 7042-7049. ISSN 1993-8233


Customers are known as a brilliant source of knowledge for the companies, because they gain knowledge and expertise while selecting and using products or services. Customer knowledge management is a new stage of relationship management between organizations and the customers. Most of the models in the literature are focused on human resources to set up a framework to exchange knowledge with the customers. In this paper, the applicability of agent-based systems to the customer knowledge management was investigated. As a feasibility study, characteristics of the agents and their role in knowledge management systems were reviewed in advance. Then, the requirements of customer knowledge management systems were described. Finally, using an introductory model, the applicability of the intelligent agents in customer knowledge management systems were shown and discussed.

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Additional Metadata

Item Type: Article
Divisions: Faculty of Engineering
Graduate School of Management
DOI Number: https://doi.org/10.5897/AJBM11.696
Publisher: Academic Journals
Keywords: Customer knowledge management; Agent based knowledge management; Customer relationship management; Agent mediated customer knowledge management
Depositing User: Nabilah Mustapa
Date Deposited: 15 Apr 2020 16:24
Last Modified: 15 Apr 2020 16:24
Altmetrics: http://www.altmetric.com/details.php?domain=psasir.upm.edu.my&doi=10.5897/AJBM11.696
URI: http://psasir.upm.edu.my/id/eprint/22776
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