基于多Agent协作机制的酒店客户关系管理系统的研究

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1、广东工业大学硕士学位论文基于多Agent协作机制的酒店客户关系管理系统的研究姓名：陈建伟申请学位级别：硕士专业：计算机应用指导教师：唐平20040513ABSTRACTCRM(CustomeFRelationshipManagement)isthatenterpriseaimatwinningcustomers，keepingcustomers，elevat[ngcustomer’Sfidelityandimprovingprofitsbaseontheprocessofmanaginginteractionactivitybetweenenterpriseand

2、customer，CRMisasetofadvancedideas，methodsandsolutions，whichprovideakindofcapabilityofcreatinggoodproductandgoodservice，reactingintimeandelevatingcustomer’Ssatisfaction．CRMcanhelptofindoutandlockthebestcustomer，andsatisfytheirneedsandfulfiltheirwisheffectivelyontherightpricesandtherigh

3、ttime，throughingtherightwayandprovidingthegoodproductandservice．becauseoflackingcapacityofdiscorerusefulinformationwhichconcealindatas，enterpriseshavenowaytoconvertdatasintoknowledge．itisimpossibletohelpenterprisestoimprovetheirprofitbyUSingthevalid，unknownandunderstandinginformatione

4、xtractingfromhugedatabase．but，inrecently，withtheincreasingdevelopmentofdataminingtechnology，everythingbecomeintoreality．alSOCINbecomeoneofthemostdevelopingareainthedataminingapplfeation．Thoughallsortsofdataminingsystemhasitsownadvantagenow．itisstillnotSOmuchintelligenceandneedstobeimp

5、roved．agenthasgreatlyintelligenceintheartificialintelIigencearea．intdligentizeofdataminingprocesScanberealizebycombiningagentwithdataminingtechnology．JunShanhoteliSadistributedhotelsystemingeography．thiSpaperputforwardahotelCRMdiStributeddataminingsystemmodelbaseonmulti—agentsystem．ta

6、keneverysubhotelinthiSsystemasaagent．naturelY，thiSmodelintroduceagent’sfeaturetotheprocessofdatamining，makeingdataminingsystemhasitsownautonomy，reactivity，interactivityandadaptabilityetc，andhelptocombinethelocalknowledgeintoglobalknowledge．Indataminingaspect．thiSpaperbuiltahotelCRMOri

7、enteddataminingmodelbaseonJunShanhereldatawarehousecombinedeciSiontreewithneuralnetdataminingtechnology．andminedpotentialcoustomer’SfeatureIIDatternfromthemodeltoforecastcustomer’sbehavior，helphoteldecisionmakertoadjustmarketingstrategy，reduceriskandmaketherightdecision．Inmulti—agentp

8、latfo