An Implementation of CRMBot as a Tool for a Market Share
Jung-Min Choi, Ki-duk Kwon, Byoung-soo Lee · ITC-CSCC :International Technical Conference on Circuits Systems, Computers and Communications · 2008
Most of ERP and CRM have focused on traditional functions. However, there have been revolutionary market changes based on the rapid developments of e-Commerce, e-Business and the Internet, and the competitiveness of a company is actively strengthened through improving customer or partner relationships and the business processes of companies during projecting e-Business. CRM is a kind of marketing process to form, maintain and strengthen mutual interests between companies and customers to keep present customers and to elevate the values of customers to companies. Because this goal is achieved based on the information about various and numerous customers, it needs customer information systems, and is related to management categories such as manufacturing, distribution, marketing, and business decisions. In Multi-Bot systems, Bots are ‘computer programs operating cooperatively in distributed environments.’ A feature of Multi-Bots is sharing capacities and information among several Bots, and their functions are easily extensible. Multi-Bots have a problem in discussing and cooperating with each other in complex operational environments. Consequently, the Bot system of this paper is based on BDI architecture. Bots do the most basic moving, talking and working technologies. The moving from a grid model to a cell was regarded as the movement of a Bot. The position includes the position information of each Bot. To find the shortest distance, A* algorism was used. FIPA suggested ACL (Agent Communication Language) based on Communicative Act Theory. This research focused on research results, and literature, due to the special feature of this research. Therefore, there are some suggestions. Integrating the functions of ANS to DF, can reduce message exchanges due to simplified processes, and makes it possible for application Bots to communicate efficiently. The ‘request message’ forms, sent to the two mediating Bots, DF and AMS, are defined as follows. Firstly, it is necessary to do practical research about ERP packages and e-Business related functions. Secondly, the present status of e-Business related network security, payment systems and web-based sales, etc. shall be investigated. Thirdly, practical researches to verify this research should be conducted in the future by more excellent researchers.