|Chapter title||Towards an agent-based framework for online after-sales services|
|Authors||Zhang, L., Coenen, F., Huang, W. and Leng, P.|
The multi-agent paradigm for building intelligent systems has gradually been accepted by researchers and practitioners in the research field of artificial intelligence. There are also attempts of adapting agents and agent-based systems for creating industrial applications and providing e-services. In this paper, we present an attempt to use agents for constructing an online after-sale services system. The system is decomposed into four major cooperative agents, and in which each agent concentrates on particular aspects in the system and expresses intelligence by using various techniques. The proposed agent-based framework for the system is presented at both the micro-level and the macro-level according to the Gaia methodology. UML notations are also used to represent some software design models. As the result of this, agents are implemented into a framework for which exploits Case-Based Reasoning (CBR) technique to fulfil real life on-line services' diagnoses and tasks.
|Keywords||Agent-based framework, after-sale services, agent-oriented software engineering|
|Book title||Proceedings of the 3rd IEEE International Conference on Intelligent Systems (IS-2006)|
|Place of publication||Los Alamitos, USA|
|Digital Object Identifier (DOI)||doi:10.1109/IS.2006.348456|