CASPIAN JOURNAL

MANAGEMENT AND HIGH TECHNOLOGIES

Design and implementation issues of distributed information system “TOUREAST: CRM AI”

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Romanenko Yekaterina V., Kravets Alla G. Design and implementation issues of distributed information system “TOUREAST: CRM AI” // Caspian journal : management and high technologies. — 2013. — №4. — pp. 165-176.

Romanenko Yekaterina V. - post-graduate student, Volgograd State Technical University, 28 Lenin av., Volgograd, 400005, Russian Federation, romka.oranj.star@gmail.com

Kravets Alla G. - D.Sc. (Engineering), Professor, Volgograd State Technical University, 28 Lenin av., Volgograd, 400005, Russian Federation, agk@gde.ru

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 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.

Key words: systems design,multi-agent systems,customer relationship management,tourism business,agents behavior,hybrid technology,the analysis of counterparties activity