Towards Customer Relationship Management Systems for Financial Services based on Agent Technology
نویسندگان
چکیده
Aim of this paper is to propose agent technology to build and support a new generation of powerful banking CRM systems and suggest a suitable agent framework to meet these challenges. First we describe the context in which banking CRM applications are to be deployed, mentioning the competitive environment, channel multiplication, and customer centric approach. We outline the substance and goals of CRM. In the second part we discuss the business and technical requirements to fulfill these goals. In the third part an agent based technology definition is given as well as its benefits and related works are mentioned. In the last part we present the JIAC agent framework as a suitable candidate to fulfill these requirements.
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