Performance Evaluation of the Customer Relationship Management Agent’s in a Cognitive Integrated Management Support System

Marcin Hernes


The biggest problem currently, turns out to be the processing of unstructured knowledge in integrated management support systems. Note that knowledge contained in these systems is normally structuralized and the systems employ various methods for processing structuralized knowledge. However, in contemporary companies, unstructured knowledge is essential, mainly due to the possibility to obtain better flexibility and competitiveness of the organization. The users’ opinions about products can serve as example. Therefore, unstructured knowledge supports structuralized knowledge to a high degree. This paper presents the issues related to the sentiment analysis of customers’ opinions performed by Customer Relationship Management agent running in multi-agent Cognitive Integrated Management Information System. This system is an application of computational collective intelligence and allows for supporting the management processes related with all the domain of enterprise’s functioning. The agents are based on the Learning Intelligent Distribution Agent cognitive architecture, described shortly in the first part of the paper. Next, the logical architecture of Cognitive Integrated Management Information System are described. The main part of article presents issues related to functionality and implementation of Customer Relationship Management agent aims to sentiment analysis. The results of research experiment, aims to performance evaluation, are presented at the last part of article.
Author Marcin Hernes (EaE / IES / KIE)
Marcin Hernes,,
- Katedra Informatyki Ekonomicznej
Journal seriesLNCS Transactions on Computational Collective Intelligence, ISSN 2190-9288, e-ISSN 1611-3349, (B 10 pkt)
Issue year2015
Publication size in sheets0.9
Keywords in Englishintegrated management information systems, enterprise resource planning, cognitive agents, decision making, sentiment analysis, computational collective intelligence applications
Languageen angielski
Score (nominal)10
Score sourcejournalList
Publication indicators WoS Citations = 4
Citation count*11 (2020-07-10)
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* presented citation count is obtained through Internet information analysis and it is close to the number calculated by the Publish or Perish system.