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Book chapter

Artificial Intelligence for Analysis of Collaborative Consumer Networks Management

This research paper studies the application of Artificial Intelligence (AI) and intelligent technologies and systems to expand customer relations management possibilities for growth of consumer network and development of open adaptive information infrastructure of modern Company. Now networks are an effective tool for purposefully coordinate efforts of all their participants. Thus, there is an urge to study theoretical principles of their formation and find a set of specific managerial skills needed for their efficient operations by developing a strategy to manage relations with other network participants. Simultaneously, in emerging markets, AI and intelligent technologies are in fact an integral part of cutting-edge management systems. They add to globalization of business by providing quick access to employees worldwide, as well as coordinating global interaction between companies at different stages of value chain. It does not mean that intelligent technologies and systems simply increase efficiency of a company’s operations; they can be considered as key intangible asset. Their successful integration in the company’s information structure can provide significant business effect.  This research aims are analyzing applicability and adaptability of the joint customer relations management technologies and multi-agent systems (MAS), as well as the formation of external information infrastructure of companies with growing collaborative consumer network. The paper considers application of integrated approach for software company whose external infrastructure consists of the following blocks: potential consumers; technical support and consultancy; education; sales and dealership. The company strives for long-term contracts, customer loyalty and customer-oriented approach in emerging markets. The study is conceptual and research in equal measure, and provides the examination of approach to forming an external information infrastructure for a company with collaborative consumer network by joining opportunities of CRM and multi-agent technologies. Original contribution: the paper considers application of AI for modern company whose external infrastructure consists of the following blocks: potential consumers; technical support and consultancy; education; sales and dealership. This research paper studies the application of Artificial Intelligence (AI) and intelligent technologies and systems to expand customer relations management possibilities for growth of consumer network and development of open adaptive information infrastructure of modern Company. Now networks are an effective tool for purposefully coordinate efforts of all their participants. Thus, there is an urge to study theoretical principles of their formation and find a set of specific managerial skills needed for their efficient operations by developing a strategy to manage relations with other network participants. Simultaneously, in emerging markets, AI and intelligent technologies are in fact an integral part of cutting-edge management systems. They add to globalization of business by providing quick access to employees worldwide, as well as coordinating global interaction between companies at different stages of value chain. It does not mean that intelligent technologies and systems simply increase efficiency of a company’s operations; they can be considered as key intangible asset. Their successful integration in the company’s information structure can provide significant business effect.  This research aims are analyzing applicability and adaptability of the joint customer relations management technologies and multi-agent systems (MAS), as well as the formation of external information infrastructure of companies with growing collaborative consumer network. The paper considers application of integrated approach for software company whose external infrastructure consists of the following blocks: potential consumers; technical support and consultancy; education; sales and dealership. The company strives for long-term contracts, customer loyalty and customer-oriented approach in emerging markets. The study is conceptual and research in equal measure, and provides the examination of approach to forming an external information infrastructure for a company with collaborative consumer network by joining opportunities of CRM and multi-agent technologies. Original contribution: the paper considers application of AI for modern company whose external infrastructure consists of the following blocks: potential consumers; technical support and consultancy; education; sales and dealership.

In book

Edited by: P. Griffiths, M. N. Kabir. Academic Conferences and Publishing International Limited, 2019.