Personal Recommendation Using a Novel Collaborative Filtering Algorithm in Customer Relationship Management

Abstract

With the rapid development of customer relationship management, more and more user recommendation technologies are used to enhance the customer satisfaction. Although there are many good recommendation algorithms, it is still a challenge to increase the accuracy and diversity of these algorithms to fulfill users’ preferences. In this paper, we construct a user recommendation model containing a new method to compute the similarities among users on bipartite networks. Different from other standard similarities, we consider the influence of each object node including popular degree, preference degree, and trust relationship. Substituting these new definitions of similarity for the standard cosine similarity, we propose a modified collaborative filtering algorithm based on multifactors (CF-M). Detailed experimental analysis on two benchmark datasets shows that the CF-M is of high accuracy and also generates more diversity.