Development and Implementation of Multi-Agent Approach to Support the Process of Requests Execution in a Distributed Information System “Toureast: CRM AI”

Submitted: Aug 7, 2013; Accepted: Sep 18, 2013; Published: Sep 25, 2013 Abstract: This paper discusses the development and practical implementation of the multi-agent approach to support the process of requests execution in a customer relationship management distributed information system, in order to save the working time of professionals through the transfer to multi-agent elements of routine operations to search for information in databases. We give a customer relationship management systems classification, define their functions and typical shortcomings of such systems main representatives. We propose hybrid technology of how such systems combine multiagent approach with the technology of customer relationship management. We consider the concept of a multi-agent in terms of their applicability to the customer-oriented systems. We demonstrate the automated system agents’ behavior modeling process, based on the developed client-oriented system for the tourist business. We present the contractor activity analysis module prototype, which enables the analysis of the selected contractors’ activity for the specified period.