关键词: 售后服务, 敏捷虚拟企业, 多智能体

Abstract: To improve the applicability and universality of enterprises after-sales service system, a multi-agent based agile after-sales service system was established. Firstly, the requirements of after-sales service system in agile virtual enterprise environment were analyzed, and the differences of after-sales service system between agile virtual enterprises and traditional enterprises were expounded. Then, a system framework with four layers (i.e. data layer, business object layer, cooperation layer and user interface layer) was built. To implement the system, some key technologies needed to be applied, including structure design of intelligent agent, cooperation mechanism among agents and support to dynamic enterprise model. The system can adapt to the dynamic changes of enterprises organizations and business processes independently, and support rapid reconfiguration of business process.

Key words: after-sales service, agile virtual enterprise, multi-agent