RETRACTED ARTICLE: A cyber physical system for managing customer relations

Abstract

Maintaining customer–company relationship is very important from the perspective of business. It helps to gain new customers as well as retain existing customers, even the dissatisfied ones, through SIoT based informal and humble counseling. Full form of SIoT is social internet of things where smart objects communicate via social networks to extract required information and propagate suitable ones to identify potential customers and counsel them online. These objects are equipped with machine intelligence so that they can make friends in social networks, collaborate with each other to achieve a common goal, update relationship status and level of trustworthiness between them. Using social network connectivity different groups can be created, where satisfied and brand sincere customers can support company-engaged smart objects to convince or persuade prospective buyers. Convincing also includes the provision of humble and honest apologizing for poor quality customer service which the concerned person might have experienced earlier from company of the object. This may be difficult for a human being because of his underlying nature or characteristics like ego, anger etc. but becomes extremely easy for smart objects because they are devoid of human emotions and enabled by machine intelligence only. Research has proved that behavioral optimization techniques are capable of significantly improving a company’s sales record. Therefore, we can emphatically say that SIoT can be of great help to increase sales of a company. In this article, we propose: a complete model of communication for SIoT-CRM, design the company object as a finite automaton, mathematical models of persuasion with and without support of brand sincere customers.