Intelligent online customer recognition framework: Dealing with common personal names
Morteza Saberi, Omar Khadeer Hussain, Elizabeth Chang · 2014
Nowadays, individuals (customers) are in contact with various organizations to meet their particular needs. As an integrated and unique database is not used in the different organizations, individuals have different identity numbers (IDs) and obviously do not memorize all of them. Also, from the psychological perspective, customers like to use their name as their identity, not a customer number or ID number. Unfortunately in current CRM systems, customers are not often recognized by their personal names only. The task of customer recognition is made more difficult by the common occurrence of many popular names. Also, as they have access to different communication channels, CRM systems keep in touch by various means. In the present paper, an intelligent online customer recognition (IOCR) framework is proposed which takes into consideration the presence of the more common or popular personal names of its customers. Moreover, to have a clean database, the framework includes a policy that uses the features of customers for which a standard format is available.