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Jeopardy 2011

Artificial Intelligence
applied to CRM Systems
Agenda

AI & Multi-Agent Systems

CRM (Customer Relationship Management)

Research proposal
Agent

A person who acts on behalf of another


Insurance agent
Negotiator
Spokesman
Broker
Real estate agent
FBI Agent

Special Agent
A detective or investigator for a state, municipal or federal
government

Can use the skill of other Agents


DNA Analysis
Cellphone logs
Picture and Image Processing
Cryptography and Cryptanalysis
Multi-Agent
To solve a case the FBI agent needs the work and the
knowledge and recommendation of multiple other
agents.
Artificial Intelligence
The theory and development of computer systems able to
perform tasks normally requiring human intelligence, such
as perception, speech recognition, decision making or
translation between languages.
Intelligence exhibit by machines or software
The study and design of intelligent agents
An agent is a system that perceives its environment and maximize
its changes of success towards a goal
Agent that plays Chess

Goal Win the Chess Game

Reacts to human chess moves


Calculates the best move

Tasks Probability
Distance
Optimizations
Glimpse into Artificial Intelligence

Is the Chess playing Agent Intelligent?

Seems intelligent to us
Though is using only Math to trick us
We cannot figure out if we play with a computer
or a human if we play on the internet
Artificial Intelligent Agent
Reasoning, deduction, problem solving

Planning

Learning

Natural language processing and communication

Perception
Artificial Intelligence Agent

Is not necessary a robot


Google indexing is using bots
GPS Routing
Hand writing recognition
Face recognition
Recommendation systems in e-commerce
Context aware ads (e.g. on Facebook)
Artificial Intelligent Agent
An autonomous entity which observes and acts upon
environment and directs its activity towards achieving goals
CRM
What is a CRM System?

Customer Relationship
Management

Software that helps


creating and maintaining
CRM=
the relationships with the
customers

Long Term Relationships


CRM Example

Complex
Sales

Helicopters

Contract
Notes Meetings Emails Phone Calls Reports
Proposals
RESEARCH PLAN
Sales Cycle Acceleration

What are the top


5 clients that will
certainly buy
from us?

What is the next Email


Contract proposal
step that I should Phone call
do to secure the Meeting over dinner
sale? Golf course meeting
Multi-Agent System
Sentiment
Analysis Agent

Next Action ???


Mining Agent Agent
Accelerat
e Sales
Cycle
Lead Touchpoint
Ranking Analysis
Agent Agent
Industry
Analysis
Agent
Sentiment Analysis Agent

Is the client Is the client Is the client Touchpoint


happy? sad? neutral? analysis

What are the key


touchpoints?

Once we have the


mode can we
create an universal
platform PAAS?
Lead Scoring Agent
Lead Scoring
Metrics

Company
Size

Decision
Deal Size Lead Source
Maker
Next Action Mining Agent

Learns next My past steps


step based
on the past My co-workers past steps

Recommends What are the algorithms?


the next step How certain is the agent?
Artificial Intelligence applied to CRM
Systems
Multi-Agent System for Sales Cycle
Acceleration
Sentiment
Analysis Agent

Next Action ???


Mining Agent Agent
Accelerat
e Sales
Cycle
Lead Touchpoint
Ranking Analysis
Agent Agent
Industry
Analysis
Agent
Q&A

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